Abstract
Background/Objectives: One Triage Point aims to streamline the case assignment workflow following the integration of Case Management Department (CMD) and Medical Social Services (MSS). It seeks to reduce duplicate referrals, strengthened role clarity and enhancing overall efficiency.
An analysis revealed that 30.1% of referrals to CMD and MSS were duplicates, caused by overlapping roles across these two departments. This inefficiency highlighted the need for more integrated healthcare approach to streamline case management as Medical Social Workers(MSWs) and Care Coordinators (CCs) were spending excessive time on duplicate referrals ultimately impacting productivity and care delivery
Methods: To address these challenges, One Triage Point was established - integrating referral process for CMD and MSS to a single triaging point. Additionally, stratification guiding principles to allow for precise case allocation based on complexity, enabling MSWs to focus on socially complex cases while CCs handle non-complex ones. This targeted coordination supports seamless patient experience and reduces delays in care.
This integrated approach ensures that cases are efficiently directed to the appropriate healthcare provider,creating a more cohesive system.
Results: The implementation of the One Triage Point has delivered transformative results, reducing referral duplication from 30.1% to impressive 0% underscoring the power of integration in healthcare workflows. The stratification principles achieved a triage accuracy rate of 95.3% with 88% of the referrals remaining with the initial care provider while the remaining referrals needing escalation due to increased complexity. This integrated approach has optimized resource allocation, ensuring that patients receive timely and appropriate care.
A short survey was conducted to MSWs and CCs where 90% of the respondents agreed most referrals assigned after One Triage Point were appropriate referrals as compared to 40% prior to its implementation where it shows how the workflow optimized manpower efficiency and improved productivity.
Conclusion: The One Triage Point and stratification guiding principles represent a pioneering step towards maximizing care provider efficiency. By eradicating duplication and streamlining case allocation, this initiative has significantly enhanced workflow efficiency, marking a new standard in coordinated patient care. This integrated, patient centered approach has yielded substantial outcomes and reinforcing social-health integration.