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Recommended Citation
Stanbery K, O’Dell T. Redesigning Oncology Care: Leveraging Digital Innovation to Advance Nurse-Led Triage Services. Technological Innovations in Care Redesign and Delivery poster presented at Transforming Practice: The Intersection of Technology and Nursing Excellence; Advocate Health Nursing Research and Professional Development Conference 2025; November 12, 2025; Virtual.
Presentation Notes
Technological Innovations in Care Redesign and Delivery poster presented at Transforming Practice: The Intersection of Technology and Nursing Excellence; Advocate Health Nursing Research and Professional Development Conference 2025; November 12, 2025; Virtual.
Abstract
Introduction and Context:
As oncology care grows more complex, timely nurse triage for symptom management is essential. Traditional models that assign triage to ambulatory care nurses as an added responsibility often lead to delays and inefficiencies, potentially affecting outcomes and satisfaction. To address this, a dedicated oncology nurse triage service was proposed to improve access and enhance care delivery.
Implementation Strategy:
This quality improvement initiative aimed to develop a novel care model, integrate a digital workflow into the electronic medical record (EMR), and launch a nurse-led triage service across a large service area. The multi-phase approach began with a needs assessment, stakeholder engagement, and design of evidence-based triage protocols. Phase 2 included building a call center staffed by trained oncology nurses, embedding protocols into the EMR, and standardizing triage pathways. Phase 3 focused on staff training, defining performance metrics, and phased implementation. Metrics included call volume, message handling, response times, and call abandon rates.
Outcomes and Impact:
The service expanded to six practices, with three more planned. Call volumes rose 310% from baseline, while maintaining the target of answering 80% of calls within 60 seconds (m = 81.78%). Call abandon rates dropped by 27% (m = 3.8%). EMR integration improved care continuity and decision-making.
Insights:
A dedicated triage service with embedded digital tools and standardized workflows improved timely access to care. Evidence-based algorithms and structured communication supported safe and efficient responses. Staff engagement and training were key to successful implementation.
Implications:
This model shows how technical and workflow innovations can enhance oncology care. Future efforts include ongoing evaluation, development of a symptom and disposition tracker, and service expansion to further optimize patient care and nurse utilization. Broader adoption of this model may support improved access, patient outcomes, and optimal nurse utilization across oncology practices.
Document Type
Poster
Publication Date
11-12-2025
Redesigning Oncology Care: Leveraging Digital Innovation to Advance Nurse-Led Triage Services
Introduction and Context:
As oncology care grows more complex, timely nurse triage for symptom management is essential. Traditional models that assign triage to ambulatory care nurses as an added responsibility often lead to delays and inefficiencies, potentially affecting outcomes and satisfaction. To address this, a dedicated oncology nurse triage service was proposed to improve access and enhance care delivery.
Implementation Strategy:
This quality improvement initiative aimed to develop a novel care model, integrate a digital workflow into the electronic medical record (EMR), and launch a nurse-led triage service across a large service area. The multi-phase approach began with a needs assessment, stakeholder engagement, and design of evidence-based triage protocols. Phase 2 included building a call center staffed by trained oncology nurses, embedding protocols into the EMR, and standardizing triage pathways. Phase 3 focused on staff training, defining performance metrics, and phased implementation. Metrics included call volume, message handling, response times, and call abandon rates.
Outcomes and Impact:
The service expanded to six practices, with three more planned. Call volumes rose 310% from baseline, while maintaining the target of answering 80% of calls within 60 seconds (m = 81.78%). Call abandon rates dropped by 27% (m = 3.8%). EMR integration improved care continuity and decision-making.
Insights:
A dedicated triage service with embedded digital tools and standardized workflows improved timely access to care. Evidence-based algorithms and structured communication supported safe and efficient responses. Staff engagement and training were key to successful implementation.
Implications:
This model shows how technical and workflow innovations can enhance oncology care. Future efforts include ongoing evaluation, development of a symptom and disposition tracker, and service expansion to further optimize patient care and nurse utilization. Broader adoption of this model may support improved access, patient outcomes, and optimal nurse utilization across oncology practices.
Affiliations
Atrium Health Wake Forest Baptist Medical Center