Nurse Triage

When a patient calls, our registered nurses collect relevant health history and document the interaction directly in Epic. Using evidence‑based nurse triage protocols, the nurse determines the most appropriate next step and routes the caller into one of three dispositions:

• Care guidance for home management: Education and self‑care instructions when symptoms can be safely managed at home.
• Referral to the appropriate level of care: Guidance to urgent care, an office visit, 9-1-1, emergency department or another appropriate care setting based on symptoms.
• Provider contact for off‑hours escalation: When clinically indicated, the nurse contacts the off‑hours provider designated by the client.

To ensure safe and appropriate use of nurse triage services, the following calls are excluded:

• Current inpatients
• Patients calling from the emergency department
• Calls from patients who are not actively established