Call Center Qa Guide Forms and Templates - PDF by rjb15458

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									                                                                                                                                                                                                                                                                                                     Featuring




                                                                                                        US Postage Paid

                                                                                                        Permit No. 700
 COMMENTS FROM PAST ATTENDEES




                                                                                                         Little Rock AR
                                                                                                            PRST STD
                                                                                                                                                                                                                                                                                          Carol Rutenberg, RNC-BC, MNSc
• Great experience! Every triage nurse should attend.                                                                                                                                                                                                                                        Nationally Recognized Telephone Triage
• Carol presents with passion for the practice of nursing.                                                                                                                                                                                                                                          Expert, Speaker, Author
• Carol, you have changed my practice and enriched my
  life.
• Carol’s examples go a long way to drive the point
  home and provide rationale for “why’s”.                                                                                                                                                                                                                                                 Telephone Triage
• Would like to have attended both days. I learned more
  than I expected to. I would attend another seminar                                                                                                                                                                                                                                      as Professional
  with you.
• Excellent program because Carol understands nursing.                                                                                                                                                                                                                                    Nursing Practice
• Carol is awesome! It’s easy to see that she loves what                                                                                                                                                                                                                                       Improve Quality and Reduce Risk




                                                                                  TELEPHONE TRIAGE AS PROFESSIONAL NURSING PRACTICE
  she does and it shows. Wonderful teacher.
• This has been the best seminar I have attended.




                                                                                                                                                   Educators • Administrators
• Excellent!! Thank you for helping me feel better about                                                                                                                                                                                                                               • Critical Program Design Elements to Ensure Safe Care
  my job.
• This was the most informative conference I have ever                                                                                                                                                                                                                                 • Scope of Practice and Standards Directing Our Practice
  attended. Thank you!!! I know I can take this back to
  my work and implement change.                                                                                                                                                                                                                                                        • Critical Thinking: Decision Making in Uncertain Conditions




                                                                                                                                                   Nurses • Managers
• You are fantastic, full of knowledge. Wish I could take
  you to our clinic!                                                                                                                                                                                                                                                                   • Recognizing Life Threatening Emergencies Over the Phone



                                                                                                                                      ATTENTION:
• This was a top level conference . . . one of the most
  important and most enjoyable conferences I’ve been to.                                                                                                                                                                                                                               • Patient Assessment: Seeing The Patient With Your Ears
  I like that it was real!
• Engaging, committed to excellence, passionate about
                                                                                                                                                                                                                                                                                       • Documentation of Phone Calls: What & How
  topic, kept my attention, practical content, came through
  loud and clear as an advocate for patients.                                                                                                                                                                                                                                          • Risk Management & Review of Relevant Litigation

                                                                                                                                                                                                                                                                                       • How to Avoid Mistakes That Result in Bad Outcomes
               Telephone Triage is here to stay.
  As long as our patients have telephones and we continue
      to answer them, we’ll be doing Telephone Triage.
      We can do it wrong, but we can’t NOT do it.                                                                                                                                                                                                                                        Bloomington, Minnesota
                                                                                                                                                                                                                                                                                                           April 19-20, 2010
                              SPEAKER
                Carol Rutenberg, RNC-BC, MNSc, is a nationally recog-
                nized expert, speaker and author in the field of Telephone
                Triage. She has conducted research and has been recognized
as the foremost authority on Telephone Triage and scope of practice. Carol                                                                                                                                                                                                                      Madison, Wisconsin
                                                                                                                                                        Seminars@telephone-triage.com
                                                                                                                                                        Telephone Triage Consulting, Inc.




                                                                                                                                                                                            activity was approved by the Arkansas
                                                                                                                             REGISTRATION




                                                                                                                                                                                              Credentialing Center’s Commission




has hands-on experience, having been a Telephone Triage nurse in both the
                                                                                                                                                                                              This continuing nursing education

                                                                                                                                                                                               Nurses Association, an accredited
                                                                                                                                                                                               approver by the American Nurses
                                                                                                                                                                                                on Accreditation (ANCC-COA).




                                                                                                                                                                                                                                                                                                           April 22-23, 2010
                                                                                                                                                                                                                                    HOURS OF CE CREDIT
office and call center settings. She has had papers published in such journals
                                                                                                                                                        www.telephone-triage.com




                                                                                                                                                                                                                                                         CA BRN Provider # CEP 15143
                                                                                                                                                                                                                                     APPROVED FOR 15


as the American Journal of Nursing, the Journal of Emergency Nursing, RN,
                                                                                                                                                                                                      ArNA ID # 06-20-EA




                                                                                                                                                                                                                                       FOR NURSES
                                                                                                                                                        118 Clover Ridge Court
                                                                                                                                                        Hot Springs, AR 71913




Viewpoint, and Home Healthcare Management and Practice. Carol was
                                                                                                                             MAIL




awarded the AAACN President’s Above & Beyond Award in 2008.
                                                                                                                             TO:




Carol is a consultant specializing in professional education, program design
and implementation, and risk management in telephone nursing practice.                                                                                                                                                                                                                   Presented by Telephone Triage Consulting, Inc.
                                                                                                                                                        501-767-4564




She also provides legal consultative services and has served as an expert
witness in litigation pertaining to telephone triage nursing. Her practice is                                                                                                                                                                                                             APPROVED FOR 15 HOURS OF CE CREDIT FOR NURSES
committed to promotion of Telephone Triage as a specialty in nursing and
to providing practicing clinical nurses with the skills and vision necessary to                                                                                                                                                                                                              Telephone Triage Consulting, Inc. is an approved provider of continuing nursing education
                                                                                                                                                                                                                                                                                                             by Arkansas Nurses Association, an accredited approver
provide excellent care over the telephone.                                                                                                                                                                                                                                                         by the American Nurses Credentialing Center’s Commission on Accreditation.
                      LOCATION & DATES                                                                                             REGISTRATION                                                                                        SEMINAR CONTENT
                April 19-20, 2010                                                                ❒ Bloomington ❒ Madison ❒ Other _______________________                                                               OBJECTIVES:
                                                                                                                                                                                                                       Upon completion of this seminar, you will be able to:
            Embassy Suites Bloomington                                                           STEP 1 REGISTRANT INFORMATION                                                                                         • Identify strengths and weaknesses of your own program
  2800 American Blvd West • Bloomington, MN 55431                                                   REGISTER ONLINE AT www.telephone-triage.com (Events)
                                                                                                                                                                                                                       • Begin development of a plan to apply telehealth nursing standards
                                                                                                                                                                                                                          to your practice
    952-884-4811 • www.embassybloomington.com                                                    Name: ________________________________________________________________                                                • Recognize telephone triage as professional nursing practice
        Book hotel online or call 800-362-2773                                                   License: RN ___ LPN ___ Other __________ Position:________________________________                                    • Identify critical program design elements for successful triage
            and ask for the TTC Group Rate                                                       PRACTICE SETTING: Office/Clinic ___ Call Center ___ HH/Hospice ___ Other ____________                                 • Conduct a quality patient assessment over the phone
           ($129 + tax) through 3/28/2010                                                        Employer: ______________________________________________________________                                              • Perform safe, legally defensible telephone triage in your setting
                                                                                                                                                                                                                       • Provide leadership and insight to others in your clinical setting
                                                                                                 Work Address: __________________________________________________________
                       April 22-23, 2010                                                         City/State/Zip:     __________________________________________________________                                               Registration 7:30-8:00 • Seminar 8:00-5:00
                    Crowne Plaza Madison                                                         Home Address: __________________________________________________________                                                          Lunch (on your own) 12:00-1:00
 4402 East Washington Avenue • Madison, WI 53704                                                 City/State/Zip:     __________________________________________________________
608-244-4703 • www.crowneplaza.com/madison-etown
                                                                                                                                                                                                                       Day 1:
                                                                                                 Work Phone: __________________________ Home Phone: ______________________
                                                                                                                                                                                                                       Fundamentals of Professional Telehealth Nursing Practice
       Book hotel online or call 800-404-7630                                                    Email: ________________________________________________________________                                               • Misconceptions about telephone triage
                                                                                                                      (REQUIRED - CONFIRMATION LETTER WILL BE EMAILED)
     and ask for the Telephone Triage Group Rate                                                                                                                                                                       • Telephone triage as professional nursing practice
                                                                                                          COMPLETE THIS AREA TO BE ELIGIBLE FOR A DOOR PRIZE!
           ($93 + tax) through 3/22/2010                                                         How did you find out about this seminar?
                                                                                                                                                                                                                       • Scope of practice and professional standards for telephone triage
                                                                                                                                                                                                                       • Must-have organizational policies to reduce risk and improve quality
  Visit our website www.telephone-triage.com                                                     ❒    I received a brochure (Source Code from Address Label: ________________________ )
                                                                                                                                                                                                                       • Best practices supporting safe program design and implementation
    for information about other seminars . . .                                                   ❒    Found brochure on internet              ❒     Received notice of seminar via email
                                                                                                 ❒    I learned about seminar from: Name ______________________________________
                                                                                                                                                                                                                       Day 2:
                TEXAS - FEBRUARY, 2010                                                                                                                                                                                 How to Practice Nursing Over the Telephone
                                                                                                      Address______________________________________________________________
                                                                                                                                                                                                                       • Critical thinking and decision making in uncertain conditions
                                                                                                                                                                                                                       • Recognition of life threatening emergencies over the phone
 PRODUCTS                                                                     ORDER NOW          STEP 2 COST OPTIONS                                                                                                   • Systematic patient assessment; seeing the patient with your ears
 Customizable Telephone Triage Policy Book on CD                                                                                                                                                                       • Selection and use of protocols
 The “fill in the blank” format of this tool facilitates policy development         Attending                Individual _________ @ $339 each                 Separate registration is required for each member
                                                                               _________ $ 60                                                                 of the group. Names of others in group:
 for your practice. This CD also incorporates key points which serve as                                                                                                                                                • Documentation, interviewing and risk management in telephone
 “how-to” guidelines to help you design, implement and direct a safe             Not Attending            Group of 2-5 _________ @ $299 each                  _________________________________
                                                                                                                                                                                                                          triage
 Telephone Triage program in your organization.                                _________ $ 75                                                                 _________________________________
                                                                                                  Group of 6 or more _________ @ $275 each
                                                                                                                                                              Call or register online for groups of 6 or more.
 Customizable Telephone Triage Forms on CD
                                                                                    Attending     Products Ordered $ _________                                * 10% DISCOUNT on products ordered by
 Legally defensible documentation starts with a medical record
 designed for Telephone Triage. This CD contains customizable medical          _________ $ 30                                                                   members of AAACN or RNs certified in                     Come to this enlightening professional seminar
                                                                                                 *10%/15% Discount _________                                    Telephone Nursing Practice or Ambulatory
 records, forms for workload analysis, call logs, and QA forms that you          Not Attending
                                                                                                                                                                Care Nursing (15% DISCOUNT if you are                  and learn the “How To’s” of providing high quality,
 can customize to fit the needs of your practice.                              _________ $ 40
                                                                                                             TOTAL $ _________                                  a member of AAACN and are certified).                  low risk Telephone Triage services to your patients.
 Telephone Assessment of Common Complaints                                          Attending
 These Clinical Templates guide the Telehealth nurse in performing a           _________ $ 70
 comprehensive, systematic patient assessment prior to protocol                  Not Attending   STEP 3 PAYMENT OPTIONS
                                                                               _________ $ 79
 selection.

                                                                                    Attending
                                                                                                 ❒    Check     ❒     PO    ❒     MC/Visa/Disc ________________________________________                                                 TARGET AUDIENCE
 The Role of Front Office Staff In Patient Intake
 This 2 hour DVD of a live presentation is designed to assist front office     _________ $ 40    Name on Card _______________________________ Billing Address:                              ❒     Home     ❒     Bus   • RNs who manage patients over the phone
 personnel understand their role in patient intake.                              Not Attending
                                                                               _________ $ 49    Exp Date ______________ Billing Zip ______________ Security Code ______________                                       • Administrators and key decision makers
                                                                                                                                                                                                                       • Leaders, physicians and others interested in the legal ramifications
 Telephone Triage as Professional Nursing Practice                                  Attending
                                                                                                                                                                                                                         of telephone triage
 This 8 DVD set is a live taping of the two day seminar and includes          _________ $300
                                                                                                 STEP 4 REGISTER FOR SEMINAR
 the seminar manual. CE credit is available as an add-on purchase.               Not Attending                                                                                                                         • Other personnel with clinical telephone triage responsibilities
                                                                              _________ $395
                                                                                                                                      Mail        Telephone Triage Consulting, Inc.
                                            Accompanying CE Packet - 20 Hours _________ $ 44
                                                                                                                                                  118 Clover Ridge Court
 Telephone Triage Litigation: How to Avoid the                                                                                                    Hot Springs, AR 71913
 Mistakes that Result in Bad Outcomes                                               Attending
                                                                                                                                  Online          www.telephone-triage.com                                                                IF UNABLE TO ATTEND:
 This 75 minute audio presentation (approved for 1.25 hours of CE              _________ $ 70
 credit for nurses) reviews standards and utilizes actual lawsuits to            Not Attending                                       Fax          501-767-1134                                                                      ❒ Please advise me of future seminars
 illustrate practice errors.                                                   _________ $ 89
                                                                                                                                  Phone           501-767-4564                                                                     ❒ Please remove me from your mailing list
                                                                                                                                                                                                                       For information on custom seminars or on site consultation contact:
Information concerning other seminars, products and services at                                                                 CANCELLATION POLICY:
                                                                                                   You may cancel up to 10 days prior to the event for a full refund less a $35 cancellation fee ($30 each for 2-5;       Carol at 5O1-767-4564 or carol@telephone-triage.com
             www.telephone-triage.com                                                              $25 each for groups of 6 or more). After that time, you may send a substitute, apply ½ of your registration fee
                                                                                                                                                                                                                                         www.telephone-triage.com
                                                                                                           to the price of telephone triage products, or receive credit for registration at another seminar.
          email: carol@telephone-triage.com                                                             Substitutions may be made at any time for a $20 processing fee ($15 each for groups of 2 or more).

								
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