This case study highlights how The Urology Group, a large independent specialty practice, implemented a nurse-first triage model to reduce after-hours operational noise, protect physicians, and improve the patient experience—without compromising safety.
The Challenge: Every After-Hours Call Went to the Physician
The Urology Group includes more than 30 physicians and dozens of advanced practice providers. Prior to working with Conduit Health Partners, their after-hours call process sent every call directly to the on-call physician—regardless of urgency.
Routine questions and non-urgent concerns were waking physicians throughout the night, creating constant operational disruption. Combined with busy clinics, emergency department consults, and complex specialty care, the volume and unpredictability of after-hours calls increased physician dissatisfaction and burnout risk.
Leadership recognized the need for a clinically guided, structured approach to after-hours coverage—one that would stabilize operations, ensure patient safety, and allow physicians to focus on truly urgent and emergent needs.
The Solution: Implementing Nurse-First Triage
After evaluating multiple vendors, The Urology Group selected Conduit Health Partners based on professionalism, experience, and trust. As Dr. Aaron Bey, Chairman of the Board, shared:
“Conduit has the metrics, experience and quality control which were all things that were appealing to us.”
Conduit’s after-hours nurse-first triage model introduced the structure the practice had been missing. Specially trained triage nurses were able to fully listen to callers, provide guidance, and safely resolve many concerns without unnecessary escalation.
This approach changed the after-hours experience on both sides:
-
- Patients received a calmer, more attentive interaction
-
- Physicians were protected from interruptions that did not require their expertise
The model ensured that only calls requiring a physician actually reached a physician.
“Conduit has been a quality organization for our practice. Their triage team is professional, their metrics are strong, and our physicians have been consistently appreciative. The support has improved our doctors’ quality of life by reducing unnecessary after-hours demands and the service has been excellent for our patients.”
Dr. Aaron Bey, Chairman of the Board, The Urology Group
A True Partnership Focused on Operations
Beyond clinical triage, the partnership itself played a critical role. Conduit Health Partners worked closely with the group, responding to feedback and adjusting workflows to support both operational and cost goals.
These refinements increased the percentage of calls handled entirely by nurses and reduced long-standing escalation patterns that had overwhelmed physicians for years.
The result was a clearer, more efficient after-hours system—one that aligned with the realities of a busy specialty practice.
The Results: Fewer Interruptions, Better Experience, Sustainable Coverage
Following implementation, Conduit’s nurse-first triage delivered immediate improvements across operations, physician well-being, and patient experience. Results included:
-
- A significant reduction in unnecessary after-hours calls
-
- Physicians able to focus on truly urgent or emergent needs
-
- A more attentive after-hours experience for patients
-
- A sustainable structure that eased burnout pressure for a busy specialty team
75% of after-hours calls were fully managed by Conduit nurses and did not require escalation to a provider—calls that would previously have gone directly to the on-call physician.
Why Nurse-First Triage Works for Specialty Practices
For high-volume specialty groups, after-hours coverage must balance access, safety, and sustainability. This case demonstrates how a nurse-first triage model can reduce operational noise while preserving clinical oversight—creating measurable relief for physicians and a better experience for patients.
Download the full case study to explore the details behind The Urology Group’s results and see how nurse-first triage can support specialty practices facing similar challenges.
