By Ravi K. Raheja, MD
Once a call center triage nurse has done an initial evaluation on a patient, there are times when the protocol or circumstances require a physician to get involved. In these instances, it is critical for the nurse to get in touch securely and effectively with the provider who is on call to communicate the needs of the patient. This requires relaying protected health information, or PHI, securely.
Traditionally, the nurse will page the doctor to call their phone number. The physician calls back, and the nurse verbally relays the relevant information. There are several drawbacks to this option:
- It is time-consuming for the doctor. They must call back and verbally listen to each case.
- There is no confirmation that the provider received the page, which can lead to a delay in care if the nurse does not follow up closely.
- The doctor may be involved in a critical procedure or another call and does not know how urgent the request is from the nurse.
Secure texting was created to overcome these drawbacks and provide an efficient way to transfer information that does not hinder daily workflow.
With secure texting, the provider gets a notification from the nurse. The nurse can send protected health information securely. The provider can read the message, and the nurse gets a notification confirming that the message was received and read. This approach supplies the provider with detailed written information as well as allowing them to evaluate the urgency for the call so they can determine the proper callback time and plan before they contact the triage nurse.
While there are many secure messaging platforms available, almost every one of them requires the provider to install and set up an app on their phone. It also requires ongoing support for the app. When the doctor changes phones, the operating system or app needs to be updated.
Providers who are looking for secure texting methods should find platforms that allow for all the features of secure texting and chatting with the nurse, but without an app required on the doctor’s phone. With these types of platforms, nurses can auto-populate the patient information and send the provider’s cell phone a link (with no patient data).
The provider follows the link and securely accesses the confidential message from the nurse. The provider can then call the nurse back, call the patient back, or securely chat with the nurse. The nurse receives a notification both when the message is delivered and when it is read; this provides continuity of care and prevents any lapse in communication. The messages and secure chat for the nurse are documented in the triage system for future reference.
Providers love this type of service because it does not require any setup on their part and takes less than five minutes to train on the system, which can quickly be done by the practice manager at the provider’s convenience. There is no impact to the service if they change phones or have updates to their device. Setup is quick and easy since there is no app to download and register.
Ravi K. Raheja, MD, is the COO and medical director of the TriageLogic Group. Founded in 2005, TriageLogic is a URAC-accredited, physician-led provider of high-quality telehealth services, nurse triage, triage education, and software for telephone medicine. Their comprehensive triage solution includes integrated mobile access and two-way video capability. The TriageLogic group serves over 7,000 physicians and covers over 18 million lives nationwide. For more information visit www.triagelogic.com and www.continuwell.com.