Patient safety and streamlined operations are critical for any medical group, but achieving this balance can be challenging. This is where Conduit Health Partners’ nurse-first triage solution becomes invaluable. Take Kenosha Community Health Center (KCHC) as an example—a Federally Qualified Health Center (FQHC) that turned to Conduit to address critical gaps in their patient care process. The results not only improved patient safety but also transformed how KCHC operated.
KCHC faced a situation that many medical groups can relate to: nurses were overextended, juggling multiple roles, including patient triage. This made it difficult to ensure that every patient call was handled with the level of care and consistency required, potentially putting patient safety at risk. The leadership recognized that they needed a more streamlined, consistent approach—one that not only improved patient access but also met regulatory requirements, like those set by the Health Resources and Services Administration (HRSA).
By partnering with Conduit, KCHC gained access to a nurse-first triage process designed to prioritize patient safety. Conduit uses evidence-based protocols, ensuring that no symptoms are overlooked and that patients receive the appropriate level of care immediately. This focus on patient safety has been pivotal for KCHC, where a consistent triage process has helped them meet strict HRSA standards.
In addition to enhancing patient safety, outsourcing triage allowed KCHC to streamline their operations. Nurses could refocus their efforts on higher-value tasks like care coordination and managing chronic disease patients, while front desk staff gained peace of mind knowing that their patients would always speak to a registered nurse first. This reallocation of resources not only improved patient outcomes but also increased operational efficiency—proving that better processes and patient safety can go hand in hand.
As a result, following the implementation of Conduit Health Partners’s nurse-first triage line, KCHC saw a 84.4% ED avoidance rate and 93% of calls answered within 30 seconds directly by a registered nurse.
At Conduit Health Partners, our nurse-first triage solution offers more than just access to care. We provide a flexible, customizable approach that evolves with the needs of each medical group.
To learn more about the impact of Conduit Health Partner’s nurse-first triage on KCHC’s operations, please view our case study.
