Average Daily Census: 233 (at time of publication)
Locations: Maryland, District of Columbia + Northern Virginia
“We’ve eliminated staff turnover by being proactive to implement strategies like an outsourced, nurse-based triage service.” – Joy Sexton, RN, BSN, Hospice Director
Challenge
When the Jewish Social Service Agency (JSSA) was a smaller organization, its nurses and case managers rotated through being on-call. However, after growing to an average daily census of nearly 250, this system was no longer sustainable. With the growth in ADC came an increase in call volume that the agency was ill equipped to handle – a nurse could be up all night with a patient while simultaneously trying to cover calls. JSSA needed a solution that was able to handle its high call volume and support its staff.
Solution
JSSA hired nurse-based triage service IntellaTriage to address its high call volume and provide customized care to their unique patient population.
Results
By partnering with IntellaTriage, JSSA has eliminated staff turnover: “It’s not like an answering service where someone takes a message and passes on the call – there’s real action behind this type of service,” Joy Sexton, Hospice Director explains. “ It helps us have better utilization of our on-call staff. There’s no replacement for having trained nurses answer our after-hours calls.”
JSSA has also seen higher CAHPS scores, an increase in staff retention and a boost to its bottom line.
Contact Us for a Consultation
Ready to optimize your triage process? Reach out to us today for a consultation tailored to your needs. Let’s elevate your patient care together.
More From The Blog
On May 13, CMS placed a six-month, nationwide moratorium on new Medicare enrollments for hospice and home health agencies. Existing providers can keep operating and keep serving patients. New agencies, new locations, and certain ownership changes are on hold and the pause can be extended in six-month increments. While established agencies might view this period [...]
For after-hours triage services, nurse triage models and medical call centers may sound like similar solutions, but what may seem like small operational differences are highly significant for clinical outcomes. A medical call center or answering service is usually designed to answer, document, and route calls. A nurse-first triage model is designed to assess, resolve, [...]
Consistency is the standard every home health and hospice organization strives for, yet it is often the first thing to break down after hours. Not because patients are more complex at night, and not because nurses are less capable, but because the systems surrounding those moments are rarely designed to support consistent clinical decision-making under [...]
