What do you wish your triage nurse handled before messages reached you?
I work as a triage nurse for a large outpatient psychiatry department (connected to a hospital). I receive and review about 700 patient messages a week which limits how much I can do for each encounter so I’m trying to find the ways I can maximize the value I can add to the team. It would be very helpful to hear from psychiatrists, NPs, PAs what the most helpful triage support items would be (and maybe things triage nurses have done that were not helpful that I can look to avoid).
Current tasks include (but aren’t limited to) the following:
pend refills which includes PDMP reviews for controlled substances (and pend script corrections per insurance requirements, pharmacy guidance, documented titration plan, etc)
call and sort out issues with fills at the pharmacy
submit medication PAs (and pend appeal letters if denied)
guide patients to local resources (financial support, housing, food, support groups, etc)
Coordinate ECT clearance
call patients to triage medication concerns (side effects, overdosing, underdosing, adverse effects, etc)
Pend general letters (school medication letters)
call patients to triage for safety concerns (and call for wellness checks as needed or coordinate with crisis / ED teams)
call patients to assess worsening symptoms
call and gather collateral from family members or outside clinicians
follow up on labs (clozapine CBCs, med levels, lipids, etc)
coordinate with other care team members (PCP offices, ALFs, nursing homes, etc)
Help patients with medication cost assistance programs
initiate discussion and development of safety plans with the care team
reinforce boundaries with patients when needed (per their physician or NP/PA’s guideline)
Urgent records requests (or calling for report from the ED or outside hospital directly)