Abstract

The demand for neurology consultation far outweighs the number of specialists, thus causing long wait-times for consultation. Other contributing factors to obtaining timely consultation include, quality of information sent with the referral, insurance authorization, triage process, and appointment availability. This retrospective quality improvement study explored the effects of a referral triage process on reducing appointment wait time. All referrals were sent to one fax number and a new standard referral and triage process was implemented with specific operators with defined roles and responsibilities. The initial results following intervention implementation did not show improvement in wait times. Comparing the new triage referral method to the traditional (manual) method, no differences were observed. The standardized referral process increased the referral data capture by 65% compared to the traditional method. Provider satisfaction improved post-intervention including perceived improvement in available clinical information to evaluate a new patient, better control of the type of patients in their schedule, urgent patients being seen timely, and improved support from medical assistants due to the workflow efficiencies.

Keywords: access, referral, triage, wait times, neurology, appointment, schedule, referring providers, consultation

Language

English

Document Type

Scholarly Project

Degree Name

Doctor of Nursing Practice (DNP)

Level of Degree

Doctoral

Keywords

Access, referral, triage, wait times, neurology, appointment, schedule, referring providers, consultation

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