Patterns of telephone calls triaged by registered nurses in a urogynecology practice.
The volume and time required to manage a nurse telephone triage line in an urogynecology practice can be a concern for staffing, time management, and office patient flow. Therefore, telephone triage logs were retrospectively reviewed for a 12-month period to investigate whether call volume differed on days of the five-day office work week. Results showed Monday to be the busiest telephone triage day, with an average of 32.26 calls per day, and Friday as the second busiest day, with 28.52 calls per day. Based on this review, staffing patterns may need to be adjusted to accommodate the higher call volumes on Mondays and Fridays.
Schimpf
Megan O
MO
Female Pelvic Medicine and Reconstructive Surgery, Hartford Hospital, Hartford, CT, USA.
Steinberg
Adam C
AC
Tulikangas
Paul K
PK
LaSala
Christine A
CA
D003237:Connecticut; D052776:Female Urogenital Diseases / Q000175:diagnosis / Q000451:nursing*; D006176:Gynecology; D015277:Hotlines / Q000706:statistics & numerical data*; D006801:Humans; D024802:Nurse's Role; D015401:Nursing Administration Research; D009730:Nursing Assessment / Q000458:organization & administration*; D010561:Personnel Staffing and Scheduling; D012189:Retrospective Studies; D013997:Time Factors; D014218:Triage / Q000706:statistics & numerical data*; D014572:Urology