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Risk Management in Telephone Triage: Lessons Learned From Telephone Triage Litigation

Understand the risks associated with telephone triage and learn strategies to improve patient care and provide quality advice to patients. The telephone, once used merely as an appointment scheduling device, has become an integral part of provider-patient interactions. Research indicates that up to 30 percent of all primary health care is handled over the telephone. However, without proper training and accountability, telephone triage can result in improper diagnosis and management as well as legal liability. This information will address the issues of digital and internet messaging in medical practices as well. This raises concerns about the potential for complicating triage communications beyond telephone use and may signal entry into troublesome legal areas. Receive a brief overview the concept of malpractice as well as important considerations when providing telephone advice. A case study approach will be used to help providers craft telephone triage systems that improve patient care and decrease the likelihood of being sued.


Runtime: 87 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Regulatory Basis of Telehealth Practice

  • Nursing Regulatory Concerns
  • Role of State Boards of Nursing
  • Consumer Education and Consumer Rights

Fundamentals of Telephone Triage Services

  • Documentation – Electronic or Paper Charts
  • HIPAA Concerns
  • Internet and Digital Communication Guidelines
  • Supervisory and Training Issues
  • Strategies to Minimize Risk

Important Torts in Telehealth

  • Specific Risk Minimization Strategies
  • Selected Case Review

Methods to Improve Quality of Care and Reduce Liability

  • ANA and State BON Advice
  • JCAHO Standards
  • Specific Quality Assurance Strategies and Evaluation Guidance
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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OnDemand Webinar

This course was last revised on October 3, 2017.

Call 1-866-352-9540 for further credit information.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Patricia C. McMullen, Ph.D., J.D., CRNP, FAANP, FAAN

Patricia C. McMullen, Ph.D., J.D., CRNP, FAANP, FAAN

The Catholic University of America

  • Dean and ordinary professor, School of Nursing The Catholic University of America
  • Practices as an educator, women’s health nurse practitioner and attorney
  • Has held faculty positions at several universities, and has worked clinically at Johns Hopkins Hospital, the Baltimore City Health Department, and in private practice
  • Selected as a Distinguished Practitioner by the American Academies of Practice, a Fellow of the American Association of Nurse Practitioners, and a Fellow of the American Academy of Nursing
  • Presented numerous workshops on legal issues in nurse practitioner practice
  • Wrote a number of research and practice-based articles and texts
  • J.D. degree, University of Baltimore School of Law, Ph.D. degree in nursing, The Catholic University of America; B.S.N. and M.S. degrees, University of MD School of Nursing
Mary A. Paterson, Ph.D., RN

Mary A. Paterson, Ph.D., RN

The Catholic University of America

  • Currently a professor emerita at the Catholic University School of Nursing and a managing partner of Terra-P-Group, a private social services consulting firm serving government, nonprofit and academic clients
  • Registered nurse with a Ph.D. in health policy and finance
  • More than 30 years of experience in health policy at the academic, state, federal and international level
  • Taught health care finance in nursing and medical schools and in professional education seminars in the United States, Russia, the Czech Republic, the Middle East, and Vietnam
  • Wrote more than 25 publications and a textbook in health care finance for nursing advanced practitioners and interdisciplinary teams
  • Areas of research include population health policy, family and community participation in health care and health policy, program evaluation, and quantitative methods in population health
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Product ID: 401026
Published 2017
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