The SETON Call Center was established in 1998 and since then has been helping Central Texans 24-hours-a-day, seven days per week.
- healthcare advice;
- acute appointment scheduling;
- referrals to community services;
- registration for Good Health School classes; and
- physician referrals.
When a person places a call to the SETON Call Center, referral and registration calls go to the resource representatives who screen them for medical urgency, provide class information and registration, non-clinical information and physician referrals as requested. Last year of all the SETON Call Center callers who intended to go to the ER, 62% were redirected to a more appropriate level of care.
Those seeking healthcare advice are transferred to the Call Center's nurses who obtain medical history and perform a telephonic nursing assessment. Based on that assessment, the nurses use an algorithm-based guideline or "decision tree" on their computer, as well as their nursing judgment, to determine what steps the caller should follow. Outcomes range from giving detailed self-care advice to dispatching 9-1-1 for the caller.
Often, Call Center nurses equip callers with the tools to take care of themselves at the time of the call, and over the long-term, change their behaviors by providing health education.
Explore additional information about the triage call center in our links on the left.