Analysis of Patient Contacts with the Radiation Oncology Triage Nurse: The Experience of a Single Center

Abstract

<h3>Background</h3> Prior studies have shown that triage nurses play a valuable role in addressing patient phone calls in various health care settings, most notably emergency medicine and urgent care. The topics encountered by radiation oncology triage nurses, however, have not been thoroughly explored. This study was designed to identify common themes in patient phone calls and electronic medical record messages routed to triage nurses to better understand the role of radiation oncology triage nurses and inform the future design of novel workflows. <h3>Methods</h3> This retrospective chart review analyzed patient messages sent via electronic medical record (EMR) software and phone calls to the radiation oncology nurse triage line between 9/1/2021 and 11/31/2021. Messages were thematically coded and were assigned a secondary/tertiary theme if applicable. The author of the message was also recorded. This project was identified as a quality improvement initiative and was granted IRB exemption. <h3>Results</h3> Thirteen message themes were uncovered through analysis. Scheduling was the most common theme for both phone calls (30.9%) and EMR messages (21.2%). The next most common themes for phone calls were medication refills (16.7%) and treatment-related side effects (13.1%). Regarding EMR messages, the next most common themes were treatment decision making (17.6%) and questions about test results (12.9%). Messages with multiple themes comprised 3.6% of phone calls and 21.2% of EMR messages. Thirty percent of incoming phone calls and 11.7% of EMR messages were initiated by someone other than the patient. <h3>Discussion</h3> This analysis reveals the nature of patient concerns being routed to nursing triage line at one radiation oncology clinic. Common themes were scheduling, medication refills, and treatment decision making. About 30% and 10% of phone and my chart message, respectively, came from patient care givers highlighting importance of family communication. We identify several areas that may be targeted for future intervention, including reducing the number of scheduling calls that are routed to the triage nurse and implementing an order set for patients with claustrophobia. Future interventions may focus on leveraging patient supports and providing information to their caregivers.