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Telephone Triage Solutions

IntefleCS™ Telephone Triage Solutions

IntefleCS™ Telephone triage from Clinical Solutions supports nurse decision making by systematically assessing a patient's symptoms using evidence-based algorithms called Teleguides™. The algorithms are based on call symptoms and present a series of structured questions utilising the principles of binary logic to underpin the clinical flow. The application allows the nurse to assess the seriousness of the caller's condition and what action they should recommend in terms of whether the caller needs further healthcare assistance (e.g. at the emergency department, from their doctor or from another healthcare professional) or whether they can be advised to look after themselves at home through telephone triage.

IntefleCS™ Telephone Triage aims to reduce incorrect use of healthcare services, increase information about alternatives, provide information for self management of the condition where appropriate, alleviate uncertainty of how to access care and reduce unnecessary procedures and delays in appropriate treatment. The potential for complications can also be reduced by early intervention through telephone triage.

IntefleCS™ Telephone Triage applications

IntefleCS™ Telephone triage applications from Clinical Solutions allow complete visibility of a patient encounter from personal details through to final outcome using tried and tested decision support algorithms. Designed specifically for the call centre environment, the solution combines the best features of precision, rules-based and flexible, algorithm-based models in telephone triage applications. Evidence-based questions and answers, in a logical sequence, are used to determine the necessary information. Assessment is made in a safe and consistent framework, but allows professional judgement and experience to be used to reach the best possible outcome. The solution closely supports expert advisers in assessing callers' needs, and its highly customisable interface allows call centres to support their chosen workflow. Specialist content can be plugged in and adapted to suit the needs of the individual healthcare provider organisation. Thus, the healthcare provider's skills can be combined with the specialist content of clinical decision support systems. As a result, over 50 million people in England now have 24 hour access to the world's largest telephone triage solution.

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