What is Triage by Proxy?
Triage by Proxy is integrated into some Customer Setups using Red Robin. It is designed to enable healthcare providers to conduct patient history-taking and triage remotely. This capability allows designated personnel, such as GP receptionists or other healthcare resources, to assist patients over the phone by guiding them through a structured assessment process.
How it works
Please refer to your professional system help center within the Customer Setup used in your workflow.
Known issues and limitations
Inappropriate questions
Some questions may not be suitable for remote triage over the phone. In such cases, prioritize obtaining the best possible answer based on the information provided by the patient or caller.
Additional information overload
Patients or callers may provide more information than can be accommodated within the device. Take this into consideration when conducting the assessment to ensure an accurate evaluation.
Image upload requirement
If the device prompts for an image upload and it's not feasible to obtain it over the phone, skip the question. However, be aware that the assessment may be affected by the absence of image analysis.
Caller acting on behalf of someone else
If the caller is acting on behalf of another individual, ensure that the patient details are accurately filled in the system. Make a note in the system if the caller is not the actual patient to maintain proper documentation.
NHS Number requirement
Note that an NHS number is required to use the triage by proxy flow. Ensure that this information is collected from the patient or caller before proceeding with the assessment.
Risk management guidelines
Clear communication
Communicate clearly with patients or callers about the limitations of remote triage and the need for accurate information.
Documentation
Document any deviations from the standard triage process, such as skipping questions or noting when the caller is not the actual patient.
Clinical judgement
Exercise clinical judgement when conducting remote triage, taking into account the context of the situation and any limitations in the information provided.
Continual monitoring
Continuously monitor and evaluate the effectiveness of the Triage by Proxy feature, making adjustments as needed to mitigate risks and enhance safety.