The Challenge
A national provider network with thousands of affiliated physicians needed to extend clinical support beyond office hours without overburdening on-call providers. After-hours calls were frequently resulting in unnecessary ER visits due to limited triage capabilities.
The Solution
By implementing a dedicated after-hours nurse triage program, the organization provided patients with immediate access to registered nurses who could assess symptoms, recommend appropriate care settings, and coordinate follow-up with the patient's primary care team.
Impact and Lessons Learned
The program demonstrated significant reductions in after-hours ER utilization, improved patient satisfaction with after-hours care access, and reduced burden on on-call physicians. Key success factors included clinical protocol customization and seamless EHR integration.