HMO practice / HMO Group
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HMO practice / HMO Group · May 1991
After-hours telephone triage. Recruitment, training and retention of personnel.
Harvard Community Health Plan's nighttime telephone triage program, currently known as Telecommunications, has evolved through several stages, corresponding to HCHP membership growth, technological enhancements, and changes in the medicolegal environment. Recruiting, training, and retaining staff for nighttime telephone triage are discussed.
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The costs of an after-hours triage service and potential savings for a medium-sized (90,000 member) division of an HMO are presented. Other benefits are also described, including access to member medical records and coverage information, direct-linked telephone conferencing, and more personalized and continuous care.