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245 - Establishing Quality Metrics for a Telephone Triage Program 
May 3, 2012   1:00pm - 3:00pm
  Synced Audio / Video / Slides

Telephone triage programs struggle to compare individual and staff performance across a variety of programs and settings. A simple QI documentation review tool can effectively measure three key nurse indicators of quality and performance: Assessment Complete, Correct Guideline Choice, and Correct Disposition. Compiling this information creates a simple metric that allows comparison across programs and individual triage providers.

Learning Objectives:

  • State the value of establishing a measurable standard for comparing performance.
  • Verbalize how comparing individual and department quality statistics can validate impact of education and individual interventions on staff performance.
  • Describe the relationship between customer satisfaction, employee satisfaction, and a consistent quality program.
  • Articulate the importance of using a consistent measurement tool so performance can be evaluated across programs. 

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