Summary
This document is a case study that outlines the triage-based intake process used by a large, multi-specialty medical group to manage hospital-initiated requests. Hospitals frequently contact the medical group for urgent matters such as admissions, discharge questions, and prescription requests. The case study details the challenges faced by hospitals in reaching the appropriate clinician, including the need for accurate information capture and the determination of responsibility for each request. The intake workflow involves hospitals leaving voicemails that are converted into messages for the triage coordinator, who assesses the request and forwards it to the appropriate clinician. The process includes escalation rules to ensure that requests are acknowledged and ownership is established. The case study emphasizes the importance of visibility and accountability in managing requests, allowing staff to track the status of each request for compliance and improvement purposes. The approach aims to enhance response times and accuracy in handling urgent communications.
