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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:

  1. 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

    • 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

 

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 This email address is being protected from spambots. You need JavaScript enabled to view it., and documented on the Nurse Notification Sheet.

  • 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