For Health Professionals

Telephone Triage & Advice Center

Scope of Service

 Telephone Triage and Advice Center call volume growth

The Telephone Triage & Advice Center at Children’s Hospital of Pittsburgh of UPMC serves as a registered nurse telephone triage advice line for patients from newborns to geriatric.

It originated in 1996 as an extension of pediatricians’ practices and is based administratively at Children’s Hospital.

Since May 2011, it has served as the triage and advice center for the UPMC Health Plan Advice Line. More than 5,000 patients per year have been served by the Advice Center since that time. It covers about 1.5 million pediatric and adult patients.

A total of 17 registered nurses provide evening, night, and weekend call coverage for pediatric primary care physicians and their patients with an average call-back time of 20 minutes.

The center, which operates 24/7, has two medical directors: one for adult patients and one for pediatric.

The center uses TriageLogic software, and Schmitt-Thompson evidence-based nurse triage protocols are built into the program. Basic information provided by the answering service initiates an algorithm prioritization level for the RN.

Practice- and patient-specific information interfaces with the system, and an electronic summary report is sent to the referring practice and health plan. All callers are surveyed electronically, with a satisfaction rating of more than 98 percent.

The graph shows call volume growth from Fiscal Year 1997 (the year the Telephone Triage & Advice Center originated) to Fiscal Year 2012 — growth of 136 percent.

Read more.

Find out how to get started.

Contact Information

412-692-8153

Last Update
January 8, 2014
  • Increase/Decrease Text Size
  • Print This Page
Last Update
January 8, 2014
top