Chair’s Column:
The Evolution of Quality-Based Triage Interventions

Charu G. Raheja, PhD, Chair & CFO

"Triage" is derived from French and means "sorting, selection, choice." The term originated from the French verb "trier" meaning "to sort, select, choose" and has been used in English since the 1700s. The application of the term “triage” in the medical sense emerged during World War I. Wounded soldiers were classified into one of three groups: 1) those who could be expected to live without medical care; 2) those who would likely die even with care; and 3) those who could survive if they received care.

Today, the nurse triage service takes on a more dynamic role by providing “decision-making” support through “evidence-based” clinical advice for a vast array of conditions and symptoms. Our company name – “Triage” and “Logic” – elegantly describes these two concepts vis-á-vis our products and services. TriageLogic works with all clients to significantly reduce call center overhead, optimize clinical outcomes and provide a customized approach to meet each facility’s needs.

In addition to our call center software, we aim at making the process of taking phone calls during the day easier and effective. Our Office Solution™ software is a logical and effective web based application. In less than 30 minutes, nurses can start using the software and making sure they are asking all the important questions and documenting the phone interaction in the patient’s record.

When asked for feedback, Diane Kale at Princeton Nassau Peds, says, “We were without the software for two days and we were all crying. You get so used to using it, it is like your backbone. It is such a safe way to do triage. The most difficult thing about telephone triage is trying to decide who needs to be seen or go where and TL software makes it so simple. I know I sound like a commercial, but it really is how I feel.”

TriageLogic prides itself on providing software that promotes quality-based interventions with patients who need help. Recently, a mother placed a call about her child’s illness and, following the help she received from her nurse triage, made this unsolicited comment:

“As a parent it is wonderful to know that there is such a caring staff that I can depend on when I need it. In addition to calling and attempting to assist me, [the triage nurse] went above and beyond by calling me back to tell me about a solution that I could try to help. I asked if she could email the instructions to me, which she did immediately following her shift. This added assistance was not expected but gave me a WOW experience.”

As this mother reminds us, providing high quality and efficient software for nurses to save and improve patient lives, will continue to be our primary goal.