Nurse triage lines 3.0. Podcast with AxisPoint Health
[audio mp3="https://healthbusinessgroup.com/wp-content/uploads/2018/07/guidepoint-7_19_18-6.05-PM.mp3"][/audio]
Nurse triage lines have gone through three phases of evolution. In phase 1 they were implemented to 'check the box' for member education, phase 2 brought "demand management" to keep patients out of the emergency room, and now in phase 3 health plans are creating a gateway to innovative programs and services.In this podcast interview, AxisPoint Health SVP, Anne VanBronkhorst and I discuss:
- (0:14) Why payers offer nurse triage lines in the first place
- (1:37) What kinds of issues they handle and how popular they are
- (2:50) How payers measure success
- (3:56) How to stand out in a crowded field
- (4:58) Examples of innovative services for which nurse lines are a gateway
- (6:00) The role of telehealth as a replacement or complement
- (6:53) What results AxisPoint Health is seeing with its customer base
- (8:10) The definition of emergency department "redirection rate"
By healthcare business consultant David E. Williams, president of Health Business Group.