Innovative Triage Services (ITS) New RN On-Call Service
Available: Monday – Friday 5:00 pm – 8:00 am
Saturday – Sunday ALL DAY
Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day,
Thanksgiving Day, Day After Thanksgiving, Christmas Eve, Christmas Day
TO CONTACT ITS:
- Preferred Method: INTERNET BASED Webform
- Sign in to On-Call Hub at https://oncallhub.com
- Username:
This email address is being protected from spambots. You need JavaScript enabled to view it. - Password: call admin beeper to receive
- Click on Request Call Back
- Enter patient name
- Enter patient’s date of birth (if known)
- Enter caller’s name
- Enter call back phone number
- Enter a BRIEF reason for the call (such as “cough” or “missed MEDICATION”) in the Chief Complaint field
- Click “save”
- A confirmation that the request was submitted will be seen
- The Status field shows if a nurse has been assigned to the call yet, and the status of the call.
- Click “home” to return to the main page to submit another request
- Note: a separate request must be submitted for each patient
A nurse will then return your call in just a few minutes and ask questions to decide how best to handle the call, for example:
- Describe the reason for the call in more detail. What is going on right now? Provide any history of recent illnesses and / or doctor visits.
- The nurse may ask for the resident’s allergies, medication list or important medical history.
2. Voicemail: (518) 317-9455
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- If internet service is out, or as needed, staff can reach a nurse by dialing and leaving a voicemail with the following information:
- Spell individual’s first and last name
- Date of birth
- Name of caller
- Phone number to call back
- A brief reason for the call
- If internet service is out, or as needed, staff can reach a nurse by dialing and leaving a voicemail with the following information:
A nurse will then return your call in just a few minutes and ask questions to decide how best to handle the call, for example:
- Describe the reason for the call in more detail. What is going on right now? Provide any history of recent illnesses and / or doctor visits.
- The nurse may ask for the resident’s allergies, medication list or important medical history.
WHEN TO CALL ITS
**IN AN EMERGENGY, CALL 911 FIRST!! You do not need permission from a nurse to call 911. Utilize Right Care, Right Now and call 911 if you feel an individual you support is having a life-threatening or potentially life-threatening emergency.
ITS should be called Monday – Friday 5pm – 8am, anytime on Saturday and Sunday, and specific holidays. The residential RNs and Residential RN on-call remains available Monday – Friday 8am – 5pm (518-238-6012, 76#).
Some calls can wait until regular business hours; however, an email should be sent to the email group
- Documentation errors discovered during turnover
- Permission to give meds late or early, as much as possible, plan ahead to notify the residential RN
- Use of a PRN Medication for an existing parameter with a doctor’s order:
- A PRN Medication prescribed for no BM in a certain number of shifts
Calls that should be made regardless of the time:
- MEDICATION ADMINISTRATION CONCERNS
- MEDICATION LEFT OUT
- MEDICATION CABINET FOUND UNLOCKED
- MEDICATION KEYS LEFT OUT
- CONTROLLED MEDICATION COUNT OFF
- MEDICATION NOT IN HOUSE
- MEDICATION NOT ADMINISTERED
- MEDICATION GIVEN TO WRONG PERSON
- MEDICATION GIVEN AT WRONG TIME
- MEDICATION GIVEN THE WRONG ROUTE
- THE WRONG DOSE OF A MEDICATION GIVEN
- NEW MEDICATION IN HOUSE (MUST GET MEDICATION TIMES FROM NURSE)
- NOTICABLE SIDE EFFECTS AFTER GIVING A MEDICATION
- MEDICAL CONCERNS
- FEVER
- COVID/FLU symptoms (cough, sore throat, congestion)
- NAUSEA/VOMITING
- DIARRHEA
- PAIN
- FALLS
- SKIN OPENINGS
- URINARY SYMPTOMS (burning, bloody urine, foul smelling urine)
- INFECTION (red, hot, swollen areas of the body, drainage)
- WHEN A PROTOCOL OR PONS INSTRUCTS TO CALL THE RN
- Seizure Protocol
- Insulin Protocol
- Behavioral Protocol
- Medication Holds
- 2nd doses of a medication (OTC PRN, Behavioral PRN)
- WHEN IN DOUBT
- ERR ON THE SIDE OF CAUTION AND CALL ITS
- UCM remains available
- IF YOU FEEL IT’S AN EMERGENCY, CALL 911, AND THEN NOTIFY ITS