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Ask a Nurse Phone Service Introduced
A useful and successful service has evolved thanks to the implementation of electronic medical records and requirements for medical documentation.
Prior to September 2008, a patient who had a health concern or health question could call Family medical Center and ask a question be submitted to a doctor. The patient would then have to wait for a call back. Many times, the patient would go ahead and make an appointment but wonder whether an appointment was really the proper course of action.
Medical record staff was required to pull charts for every phone call received because documentation is required for every question asked and answered. This process, though required, was a time-consuming process and could provide undue stress while a patient waited for an answer.
The process and response time has been streamlined thanks to the introduction of Nurse Response Triage, or "Ask a Nurse" phone service and easy access to electronic patient records.
"The 'Ask a Nurse' component of Family Medical Center, has been very well accepted," said Trudy Davidson, HR Director at Family Medical Center. Patients have commented on how pleased they are with this option and how it has saved them concern and time when appointments aren't really necessary."
"This service empowers the patients to obtain answers to their health questions quickly and efficiently by talking directly to a nurse with little or no wait time," added Arlene Meinders, Nursing Coordinator. "Together the nurse and the patient can decide the best course of action. Obviously, callers with serious problems are encouraged to seek help immediately. Those callers who do not require an office visit or intervention of a physician receive advice for proper care. Callers are comforted knowing their questions are being answered by a trained medical professional."
The "Ask a Nurse" line is accessible by calling Family Medical Center's regular phone line, 641-672-2571. It is available Monday through Friday from 8 a.m. to 5 p.m.