After-hours telephone triage. Recruitment, training and retention of personnel.
Harvard Community Health Plan's nighttime telephone triage program, currently known as Telecommunications, has evolved through several stages, corresponding to HCHP membership growth, technological enhancements, and changes in the medicolegal environment. Recruiting, training, and retaining staff for nighttime telephone triage are discussed.
Wilkinson
J M
JM
Harvard Community Health Plan, Wellesley, MA 02181.
Sansby
S
S
Leaning
J
J
D001900:Boston; D004632:Emergency Medical Services; D006279:Health Maintenance Organizations; D007318:Inservice Training / Q000458:organization & administration; D010560:Personnel Selection; D010563:Personnel Turnover; D011785:Quality Assurance, Health Care / Q000458:organization & administration; D013689:Telephone; D013997:Time Factors; D014218:Triage; D000078329:Workforce