Medical Triage Software for Hospitals
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
Advantages of Triage Chat, Voice, and Voice ID
- Reduced cost of triage call operations by reducing or repurposing staff
- A full-service call center is available 24/7 regardless of whether staff can make it onsite
- Call wait times and queue depth are dramatically reduced
- The system can scale up and down automatically to handle unpredictable loads during a crisis
- As response time drops, so does the frequency of dropped calls
- 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
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.
- 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.
- Pending Calls
- Triage Calls in Progress
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
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.
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.)
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)
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.
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.)
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.
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.
Chatbot and Voicebot Triage Information
For triage service, Chatbots and Voicebots operate in 4 distinct modes: