In a recent article featured in Patient Safety & Quality Healthcare (PSQH), our president Cheryl Dalton-Norman shared insights on how nurse-first strategies, like nurse triage and patient transfer solutions, are helping health systems ease provider strain while improving the patient experience.
At Conduit Health Partners, we know firsthand that health care delivery continues to face immense pressure: rising patient volumes, persistent staffing shortages and the growing complexity of care.
From Delays to Immediate Connection
Cheryl explains that too often, traditional triage models delay patient access to clinical expertise. Patients are asked to wait for a call back or get passed between non-clinical and clinical staff.
“Our model is built on the idea that most of us we want to talk to someone who can help us in that first call,” Cheryl says. “We want to make sure people are getting immediate access to care, one call and we’re done, unless there’s something that requires further care.”
By ensuring patients speak directly with a nurse on the first call, regardless of the time of day, we enable a better, faster care experience that strengthens the patient-provider relationship. A Conduit Health Partners registered nurse triages the concern immediately, escalating to emergency care when needed or guiding patients to the next best step.
Reducing Emergency Department Overload
One of the core benefits of our nurse-first approach is the positive impact on emergency department (ED) usage. Through careful triage, many patients can avoid unnecessary ED visits, which benefits both the individual and the system as a whole.
“We measure everything,” Cheryl says. “We look at how many patients were able to stay home, how many needed a next-day appointment, or how many truly needed immediate emergency care.”
This level of actionable data allows clients to uncover trends, like a spike in post-op calls, and make informed changes in patient education, scheduling or follow-up care.
Empowering Nurses and Easing Burnout
Conduit Health Partners’ nurse-first model also creates meaningful, remote opportunities for nurses to continue working in a clinical role, without the demands of a traditional bedside setting.
“Our nurses are able to work remotely, and it gives them a really interesting way to work,” Cheryl shares. “We look for great, empathetic nurses who are technically skilled and clinically strong.”
These roles are fast-paced, high-tech positions that require strong listening, critical thinking and the ability to guide patients through complex situations.
Most importantly, by handling clinical triage and transfer tasks, our team helps reduce the interruptions and administrative burden on bedside providers, freeing them to focus on hands-on care and improving safety.
Supporting Smarter, Faster Transfers
We began with a transfer center solution, and that work remains a critical pillar of how we support health systems.
“We’re able to look at things from the 30,000-foot view and get you to the right level of care,” says Cheryl. “Instead of burdening your bedside teams with managing transfers, we handle the logistics quickly and objectively, so you can focus on the patient in front of you.”
With access to real-time facility capabilities and performance metrics, we can route patients efficiently, matching them with the care they need, especially during critical after-hours moments.
Why Partnering Makes a Difference
Many organizations try to manage triage and transfers internally, but Cheryl offers this important reflection:
“You absolutely can—but should you?” she asks. “If you’re struggling to staff your units, why use those clinical resources for phone triage or transfers when a partner like Conduit Health Partners can do it more efficiently, and you can keep your nurses at the bedside?”
At its core, our approach is about removing barriers and enabling better care, for everyone involved—patients, providers, nurses and systems alike.
