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Medical Triage Software for Hospitals

Triage Basic

Triage Basic is a Clinical Solution Hub (“the Hub”) that integrates with hospital call center services. Triage Basic:

Help nurses quickly and effectively monitor and document incoming calls, using either Schmitt-Thompson protocol or your own customized protocol.

Prioritizes patient care on weighted bases including illness/injury, severity, prognosis, and resource availability.

Minimizes the number of visits to the emergency room, when appropriate, by redirecting people to urgent care services, caregiver services, social workers, or primary care physicians. The system can schedule in-person or virtual appointments with participating physicians.

Records all calls for training and quality assurance purposes.

Connects to the hospital’s electronic medical records (EMR) system, so triage nurses can review a patient’s history in real-time and add the details of the triage encounter into the local EMR.

The system supports multiple languages and can conduct triage in the patient’s native language.

Triage Chat and Voice Options

  • Triage Chat Option

    The need to follow up with the patient varies from client organization to client organization. For example, some organizations are required to follow up with patients 1–3 days after discharge/physician encounters, while others are not. The module allows users to set up automatic reminders for follow-up calls and record the follow-up encounter.

  • Triage Voice Option

    Extends Triage and Chatbot technology in healthcare with an AI-powered, patient-facing voice attendant. Triage Voice takes patients through the same process a nurse or Triage Chat would but using voice prompts that support multiple languages. Patients verbally respond to questions. These voice sessions are encrypted and can be stored for training and quality control purposes.

  • Triage Voice ID

    Upgrades Triage Voice with voice-fingerprinting technology. When the patient initiates a call, their voice is used to identify the patient and locate their records. The patient’s voice combined with either a pin code or similar personal information quickly authenticates the caller, reduces triage time, and improves security. At any time the patient or someone calling on their behalf may use the traditional identity verification process if they wish.

Advantages of Triage Chat, Voice, and Voice ID

  1. Reduced cost of triage call operations by reducing or repurposing staff
  2. A full-service call center is available 24/7 regardless of whether staff can make it onsite
  3. Call wait times and queue depth are dramatically reduced
  4. The system can scale up and down automatically to handle unpredictable loads during a crisis
  5. As response time drops, so does the frequency of dropped calls
  6. The system supports multiple languages and can conduct triage in the patient’s native language

What is Triage Basic?

We want to develop the perfect medical triage software solution. We are looking for 5–10 hospitals to be our partners in a pilot program.

Describing Triage as a System

Triage is designed to be a core service offering for hospitals. The Hub provides online help for patients as the primary touchpoint between triage personnel, healthcare providers, and key stakeholders such as patients. Triage includes advanced communications management, and “smart” triage clinical decision support with custom care modality recommendations, such as a cancer Chatbot. Triage also includes patient messaging and follow-up care tools. Several basic management functions will be included including reporting, scheduling systems, team member management, and accessing a detailed history of your medical records are automatically included.

Service: Patient Triage

1

Triage uses a patient chatbots service to collect information, and supports triage nurses by providing triage via web, audio, SMS, and video services. Triage also includes medical Chatbot and Voicebot services that can conduct triage in multiple languages. Triage Assistant Chatbots and Voicebots significantly reduce the time a triage nurse requires to handle patient triage.
At full operational readiness, medical chat service with Chatbots and Voicebots conduct the entire triage interview, collecting the patient’s complaint and information, performing other triage activities, and scheduling appointments. Triage can be enabled to automatically call triage personnel on behalf of a patient or provider. The call can be by phone or submission of an SBAR form.

Triage Dashboard. The dashboard shows all active calls either from a patient or a provider, subdivided into multiple categories.

  1. Emergency Calls. If, when initiating the call or chat, the patient or provider selects the emergency option or one of a group of significant complaints, such as shortness of breath, the system designates the call an emergency.
  2. Pending Calls
  3. Triage Calls in Progress
2

The system attempts to identify the caller as early as possible to save time during the triage period. A determination is made based on a number criterion.

  • A recognized phone number of a patient, a member of the circle of care, or a provider
  • A recognized voice

The dashboard displays alerts and warnings.

  • Possible emergency (e.g. chief complaint includes shortness of breath)
  • Hold time more than a certain threshold
  • Patient already called in a threshold period
  • Triage Nurse requires assistance
3

A triage nurse (or chat- / voice- bot) collects the patient’s demographic information if he/she was not identified by the system. Demographic information including first name, last name, address, and insurance information is collected.

4

A triage nurse (or chat- / voice- bot) accesses a previously collected patient’s information from the local EHR (Medical History, Previous Triage History, Patient’s profile, etc.)

5

A triage nurse (or chat- / voice- bot, using Natural Language Processing technology) collects the patient’s chief complaint(s) and selects the appropriate Schmitt-Thompson protocol(s)

6

The system guides the triage nurse (or chat- / voice- bot) through all the appropriate protocols. The triage nurse should be able to attach notes to the Patient’s profile, as well as record any special conditions that may help to schedule the right physician, refer the patient to caregiver services, etc.

A provider may originate the call to triage personnel on behalf of the patient. Contact can be originated either by phone or by submission of the SBAR form.

7

The system suggests an appropriate response. In case of an emergency, the triage nurse (or chat- / voice- bot) dials a 911 equivalent number, based on the patient’s location. The system may be able to support different outcomes: Require visit to Emergency Room, Scheduling of Physician appointment, 911 call, referral to Social Worker or Caregiver Services, etc.)

8

If a physician’s appointment is required, the system identifies the appropriate provider, based on specialty, provided services, location, and availability. The system schedules either a virtual or in-person appointment, based on the caller’s preference and the provider’s capabilities.

9

As an option, the system may include a “Caregiver Service” extension that handles matching the Caregiver to the particular patient, scheduling and monitoring of the Caregiver visit.

Additional Modules

  • Follow Up Module

    The need to follow up with the patient varies from client organization to client organization. For example, some organizations are required to follow up with patients 1–3 days after discharge/physician encounters, while others are not. The module allows users to set up automatic reminders for follow-up calls and record the follow-up encounter.

  • Scheduling Module

    The Scheduling Module manages triage nurse scheduling.

  • Analytics Module

    The Analytics Module creates reports analyzing and summarizing the overall performance of the call center as well as individual triage nurses. Example criteria include:

    1. Average Time in a Queue
    2. Call Abandonment Rate
    3. Service Level
    4. Average Speed of Answer
    5. Average Handle Time
  • User Administration Module

    This module manages user accounts, security settings, security roles/groups, system defaults, and triage protocols.

Chatbot and Voicebot Triage Information

For triage service, Chatbots and Voicebots operate in 4 distinct modes:

  • Hidden Mode / Training Mode

    The system operates in parallel with triage nurses, making its own independent conclusions and decisions. The machine learning team carefully reviews the deviations between the system’s decisions and the triage nurses’ decisions, and calibrates the system and medical chat services based on these events.

  • Supervised Mode

    The system uses AI chatbot healthcare to conduct triage under the constant supervision of a triage nurse who is ready to take over at any point.

  • Partially Operational Mode

    The system collects preliminary information, prioritizes the call based on collected information, and transfers the call to the first available nurse based on priority.

  • Full Operational Mode

    The system works independently. If the chief complaint indicates any life-threatening conditions, the system automatically switches to supervised mode.

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