Adult Telephone Protocols: Office Version

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Overview

Adult Telephone Protocols a powerful decision-support tool designed to help busy family practice and internal medicine offices handle a wide array of adult phone inquiries. It guides triagers through each call with the same step-by-step checklist organization as its companion resource, Pediatric Telephone Protocols. More than 100 proven protocols cover 95% of the most common adult complaints—everything from insect bites and sunburn to breathing difficulty, seizures, and wound ...
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More About This Book

Overview

Adult Telephone Protocols a powerful decision-support tool designed to help busy family practice and internal medicine offices handle a wide array of adult phone inquiries. It guides triagers through each call with the same step-by-step checklist organization as its companion resource, Pediatric Telephone Protocols. More than 100 proven protocols cover 95% of the most common adult complaints—everything from insect bites and sunburn to breathing difficulty, seizures, and wound infections.

Time-saving, care-enhancing features include

•    Highlighted triage assessment questions
•    Practical home care instructions
•    Call prioritization guide “Red flag” checklist for office support staff
•    Over-the-counter medication advice
•    Office resources checklist
•    Reproducible triage log sheets
   …and more!

NEW in the 3rd Edition…

•    Nearly all protocols substantially revised and updated

•    All-new protocols including
        Arm Pain
        Hand and Wrist Pain
        Leg Pain
        Weakness (Generalized) and Fatigue

•    New 2-column format for easier protocol review and more efficient triage

•    Updated over-the-counter medication dosage recommendations

•    Updated resource listings
.

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Editorial Reviews

From The Critics
Reviewer:Sally Ling, M.D.;FACP(University of Missouri-Kansas City School of Medicine)
Description:This is a spiral bound, tabulated manual of 80 clinical protocols that would be used for triage of calls to a medical office. A helpful user's guide is included so that individual practices may be able to amend or adapt the protocols as needed to suit their circumstances.
Purpose:The telephone triage protocols are for use by triage personnel in adult primary care offices so that care is consistent, efficient, and meets the standard of care to reduce risk.
Audience:Although the users of this manual would be healthcare professionals managing triage, the protocols with their structured decision-support tools will help physicians within a group practice develop consensus as they review and approve the protocols for use. The manual's reviewers include physicians and healthcare practitioners experienced in managing call centers.
Features:Protocols are listed alphabetically by symptom. Each protocol includes a definition, background information, triage assessment questions that lead to decisions to call EMS 911, to go to the emergency department now, versus an office appointment or home care. Knowledge of local resources would be extremely important. For example, most TIAs are best triaged to an emergency department rather than the office for expeditious work-up. Furthermore, in general, when patients are triaged to the office, a time frame may need to be specified depending on the condition.
Assessment:This manual is user friendly and visually pleasing. It contains protocols for the most common presenting symptoms called into a primary care physician's office. Sample triage logs are provided in the appendix. One of the manual's benefits will be the enhanced care arising out of the consistency of care.

4 Stars! from Doody
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Product Details

  • ISBN-13: 9781581107432
  • Publisher: American Academy of Pediatrics
  • Publication date: 11/1/2012
  • Format: Spiral Bound
  • Edition number: 3
  • Pages: 400
  • Sales rank: 257,361
  • Product dimensions: 9.40 (w) x 11.00 (h) x 1.40 (d)

Meet the Author

David A. Thompson, MD, FACEP, is a faculty attending in the Northwestern Memorial Hospital Emergency Department, Chicago, Il. He is board certified in internal and emergency medicine. Starting in 1999, Dr. Thompson began to work collaboratively with Barton Schmitt, MD, FAAP, to improve telephone triage. Since then, Dr. Thompson has authored a comprehensive set of adult telephone triage protocols used extensively in medical call centers and physician offices in the United States, Canada, and other countries.

He has developed databases and educational tools to promote benchmarking an quality improvements for medical call centers and emergency departments. Dr. Thompson lectures on telephone triage, physician documentation and coding, quality improvement, and patient satisfaction. He also serves as chief information officer for ECI Healthcare Partners, Inc, providing strategic guidance and leadership for technology initiatives.

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Table of Contents

Table of Contents
Introduction

  Medical Review
  Decision Support
Principles of Triage Decision Making
  Medical Acuity
  Resources
  Patient Expectations
  Other Factors
Structure of a Telephone Triage
Encounter
  Greeting
  Active Listening, the Chief Complaint
  Demographic Information
  Chronic Illness, Social History, Pregnancy
  Triage Assessment Questions
  Care Advice
  Closure
Structure of the Protocols in this Book
  Title
  Symptom Definition
  Background Information
  Triage Assessment Questions
  Disposition Categories
  Home Care Advice
  Closure
Selecting the Correct Protocol
Reason and Rule-out Statements
  Why Are These Reasons and R/Os Provided?
  Should the Caller Be Told the Listed Diagnosis?
Documentation
Prioritizing Calls
  May Need to Call EMS 911 NOW
  May Need to Be Seen in ED or Office NOW
  Nonurgent Calls
Training
Risk Management
References
Protocols—Alphabetic Table of Contents
Protocols—Anatomic Table of Contents

Protocols
Abdominal Pain, Female
Abdominal Pain, Male
Abdominal Pain, Upper
Animal Bite
Asthma Attack
Athlete's Foot
Back Pain
Bee Sting
Burns
Chest Pain
Cold Sores (Fever Blisters of Lip)
Colds
Constipation
Cough
Diarrhea
Dizziness
Ear, Pierced
Ear,Swimmer's (Otitis Externa)
Earache
Eye, Chemical in
Eye, Foreign Body in
Eye, Pus or Discharge
Eye, Red Without Pus
Fainting
Fever
Frostbite
Hay Fever (Nasal Allergies)
Headache
Heat Injury
High Blood Pressure
Hives
Immunization Reactions
Insect Bites
Jock Itch
Knee Pain
Leg Swelling and Edema
Lymph Nodes, Swollen
Menstrual Period, Missed or Late
Neck Pain
Neurologic Deficit
Nosebleed
Penis Symptoms
Poison Ivy, Oak, or Sumac
Pubic Lice
Puncture Wound
Rashes, Localized and Cause Unknown
Rashes, Widespread and Cause Unknown
Rashes, Widespread on Drugs (Drug Reaction)
Rectal Bleeding
Rectal Symptoms
Sexually Transmitted Disease Questions
Sinus Pain and Congestion
Skin Lesions—Moles, Lumps, and Growths
Sore Throat
Spider Bite
Splinter or Sliver
Sunburn
Sutured or Stapled Wound
Tick Bite
Toothache
Trauma, Ankle and Foot
Trauma, Elbow
Trauma, Eye
Trauma, Finger
Trauma, Head
Trauma, Hip
Trauma, Knee
Trauma, Nose
Trauma, Shoulder
Trauma, Skin
Trauma, Toe
Trauma, Tooth
Trauma, Wrist and Hand
Urination Pain, Female
Vaginal Bleeding, Abnormal
Vaginal Discharge
Vomiting
Vulvar Symptoms
Wound Infection

Appendices
A. Prioritizing Calls—May Need to Calls EMS 911 NOW
B. Prioritizing Calls—May Need to Go to ED or Office NOW
C. Office Resources—Procedures
D. Office Resources—Tests
E. Office Resources—Medications
F. Sample Telephone Logs
G. Over-the-counter Medications
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