TriageLogic released a white paper that shares data they’ve compiled on the accuracy of messages that answering services send to providers. They found that close to 30 percent of messages sent were insufficient to alert a provider of a highly urgent call, increasing provider liability and potential patient morbidity and mortality. The company demonstrates how an easy-to-use tool that leverages doctor-created augmented intelligence can dramatically improve the quality and accuracy of the messages received by the provider.

Normally, when patients call their providers, they’re first greeted by nonclinical operators, like front desk agents or call center representatives. These operators determine the reasons why patients are calling and forward their messages to the appropriate nurses or providers for review. In many cases, triage nurses are responsible for vetting these messages and determining how urgent they are before calling patients back. When messages are inaccurate, it can potentially delay care and lead to poor health outcomes.

TriageLogic’s augmented intelligence-based module (MedMessage Assist) reduced callback time by 50 percent for all calls resulting in an emergency disposition. In addition, where some answering services were seeing intake errors as much as 40 percent of the time, MedMessage Assist was able to get that number down to less than 1 percent—better than any training course has been able to provide. Plus, it only takes about 15 seconds to collect additional information.

Does this mean that nonclinical operators are no longer needed? Hardly, says Dr. Charu Raheja, CEO of TriageLogic. “The goal of MedMessage Assist has always been about making it easier for nonclinical operators to do their jobs well, not replace them. By some estimates, nonclinical staff account for half of all healthcare workers, and are vital to any practice’s care coordination. What matters is giving them the best tools to thrive in their roles and pave the way for exceptional patient outcomes.”

So how does MedMessage work? TriageLogic explains that this module can be integrated with an existing health management system to analyze the text that nonclinical operators type while they’re listening to patient callers. MedMessage Assist will then prompt operators with one or more questions for them to ask their patients when the symptoms described warrant additional information to determine their severity. In this manner, messages are as detailed as possible for providers and triage nurses to identify the urgency of each call.

“We’ve seen how well this has worked for Southern Voices,” notes Dr. Raheja, “and we’ve already received several excited inquiries from other clients who are ready to try it out with their teams.”

Contact TriageLogic to learn more about MedMessage Assist and how to deliver more accurate messages to your providers. Following a demonstration, this service can be up and running within a day.

TriageLogic is a URAC accredited, physician-lead provider of high-quality telehealth services, remote patient monitoring, nurse triage, triage education, and software for telephone medicine. Their comprehensive solutions include integrated mobile access and two-way video capability. The TriageLogic group serves over 9,000 physicians and covers over 25 million lives nationwide.

While healthcare providers acknowledge the value of remote patient monitoring (RPM), many have found it difficult to set up a successful program. TriageLogic recently published an RPM e-book that outlines the common reasons why providers may experience setbacks with implementation, along with the steps they can take to overcome them.

These solutions have been shown to reduce medical expenses, offer income to providers in the form of reimbursements, and greatly improve patient health outcomes.

What Is RPM?

Remote patient monitoring (RPM) is part of a new era of remote medical services and technology. Most remote patient care takes place over the phone or a two-way video. RPM goes one step further by helping doctors regularly collect and evaluate patient data using electronic medical devices. 

These RPM tools track patients’ vitals like blood pressure, glucose, and pulse ox, and relay this data back to their providers for review. At minimum, a successful RPM program depends on having the right amount of reliable RPM devices, as well as enough staff to monitor recorded data, identify when devices are being used improperly, and notify patients when symptoms indicate possible medical concerns.

The Case for Implementing RPM Technology

The main reason for developing remote patient monitoring was to improve a provider’s ability to catch changing vitals in chronically ill patients.

Some changes may be sudden or happen between normal patient follow-up appointments. Others may simply be undetectable until it’s too late to respond. RPM serves as an early warning symptom that enables providers to intervene even before patients experience troubling symptoms. 

Considering how much money is required cumulatively to treat patients with chronic disease, and the fact that six in ten Americans suffer from at least one type, it should come as no surprise that a successful RPM program can offer substantial benefits to patients and the healthcare system.

For providers, this means insurance companies are now open to reimburse them for remote patient care. 

Challenges for a Successful RPM Program

While this technology offers greater visibility over the changing health of chronically ill patients, RPM isn’t without its own challenges. These can range from RPM vendor selection to properly billing for RPM. One of the biggest issues is the ability to manage and respond to the regular influx of health data.

That’s why TriageLogic expanded their nurse telephone and telehealth triage services to include data review for remote patient monitoring. When healthcare providers want to outsource this service, TriageLogic will put them in touch with an established RPM partner.

That partner will supply the number of needed devices for the provider to administer, while TriageLogic will review health data from those devices through their call center of registered nurses.

Their RNs go through a strict hiring process to verify their knowledge and capabilities when it comes to patient symptom evaluation, allowing them to identify when RPM readings are enough of a concern to warrant notifying the provider and the patient. Nurses also use device-specific and disease-specific protocols to evaluate patients. 

The Future of RPM

As more healthcare providers adopt this technology, their patients will experience greater health outcomes. Charu Raheja, CEO of TriageLogic, understands firsthand what a powerful effect this can have: “When my father passed away from a massive heart attack in 2009 because he did not call a healthcare provider to evaluate his symptoms, our mission became that much more important to me. I could see … how providing remote health care … to address [patients’] symptoms could save lives.”

Implement Your RPM Solution

Providers who are interested in creating a successful RPM program can download TriageLogic’s e-book. Those who wish to partner with TriageLogic’s outsourced RPM data review can contact them directly at 800-723-4290 or through their contact form.

Founded in 2007, TriageLogic is a URAC accredited, physician-led provider of high-quality telehealth services, remote patient monitoring, nurse triage, triage education, and software for telephone medicine. Their comprehensive solutions include integrated mobile access and two-way video capability. The TriageLogic group serves over 9,000 physicians and covers over 25 million lives nationwide.