Frequently Asked Questions
If you are unable to find an answer to a specific question, please use this "Contact Us" link to send us an email.
Why do you need to know what my Call Volume is ahead of time? Night Nurse is committed to promptly respond to every call. By knowing ahead of time the call volume projected for each of our subscriber practices, we are able to properly staff for each call hour. Careful and efficient staff scheduling also allows us to maintain fiscal responsibility, achieving savings which are passed onto our subscribers in the form of attractive and very competitive call rates. Can I change my hours of coverage? We are here to serve you! Whenever possible, we try and accommodate your requests. All we ask is that provide to us as much advance notice as possible so that we can ensure that we have adequate staffing to not compromise on quality and service delivery. Can I use Night Nurse services for only a limited schedule? We are here to serve you! We recognize that "one size does not fit all." You may want to consider using us for merely the critical hours over-night to allow you to get a good night's sleep, or merely for a few week-ends a month or over your vacation period. Can patients call Night Nurse directly? Unlike other triage services, we do not believe in having patients sit on hold waiting for the next nurse on rotation pick up the call. Calls must be answered by your answering service and the message faxed immediately to Night Nurse. The call is then prioritized and responded to accordingly. Proper staff scheduling and internal procedures has resulted in Night Nurse providing response times that are ahead of other triage services. Average response time to patients is 4.36 minutes. Can you recommend a reliable and professional Answering Service? Night Nurse, LLC has a close affiliation with Total Connections LLC d/b/a VIP. which provides 24/7 support to many Night Nurse subscriber practices as well as to Night Nurse outside its triage operating hours. VIP provides quality telephone answering services to the Greater Boston Medical Community. Clients include: The Boston Children's Hospital, physicians with The Partners HealthCare Group, The Caritas Group, and U-Mass/Memorial. Are all calls to the practice handled by the Night Nurses? Subscribers use Night Nurse triage services to attend to patients seeking immediate attention and/or who can be safely treated at home and may need a follow up appointment at the office. By providing clear instructions to your answering service, there is no reason for other calls to be directed to Night Nurse. Calls from other physicians, from hospitals for new babies, admissions etc. should not be directed to Night Nurse. Nor should calls from patients for appointments, prescription refills, referrals or test results be so directed by the answering service. By so doing, you will keep control of your call volume and the resulting fees. Can I direct Night Nurse to which Emergency Room to refer patients? Yes. With physicians selecting the medical sites to which their patients are referred and tailoring the management of their patient's care, Night Nurse provides the caliber of care that the physicians themselves would provide. Can I specify what types of calls or situations I want to be immediately notified on? Yes. Physicians can specify how and when they want to be notified of any emergency room referrals or any special situations. In addition, Night Nurse provides accurate documentation of the content and outcome of each call by facsimile before 8:30 a.m. the next day. What happens if I am being covered by a pediatrician that is not a Night Nurse subscriber? Not a problem. Your answering service can fax messages to Night Nurse at the hour designated for triage coverage. This will ensure that your patients receive the best and most timely care possible. Alternatively, if you are covering for physicians that are not Night Nurse subscribers, we will triage their patients calls, using the preferences that you have submitted to us. All we request is to be provided with their practice information. What do I do if I have questions on the Encounter Report that you fax to me each morning? Please call our office whenever you have questions. After 8:00 a.m. our phones are forwarded to Total ReCall Center. They are able to directly locate and reach our management team. Tami E. Regan, our Director of Nurse Triage Operations will immediately be able to come on line or respond to your questions with a follow up call if necessary. Can you schedule appointments for next day visits for patients that you have attended to after-hours? Yes, and at no extra charge. Our comprehensive services is designed to make your life easier. Just provide us with the slots available for emergency appointments and we will fax your appointment schedule by 8:30 a.m. the next morning. Can I obtain references from your existing subscribers? Once we receive your Request for a Quick Quote, which provides us information on your practice, we will be pleased to provide you with names of subscribers that you can talk to. Be aware, our existing subscribers are our best endorsement. Are there any fees in addition to the rate per call? We charge you a nominal Annual Maintenance Fee to cover the administration costs of setting up and managing your practice data. This is based on the number of physicians in your practice. Part-time physicians are assessed at a lower rate. There are no other charges except for language translation fees which are passed on to you should we be required to use the services of Language Line. How can I be sure that you will only bill me for for my patient calls or for patients under my responsibility? Unlike other triage services, we provide you with detailed call totals as part of your monthly bill. This can be compared to the Encounter Reports that are faxed to you, to ensure that you are being correctly charged. Can I get a breakdown for all calls by physician in my group? Yes. This is provided as a standard billing feature. Cookies are harmless, occupying just a few bytes in a text file on your hard drive. Cookies can be read only by the site that posted them. They only contain information you have already given to the site. They can NOT search your system for any information, nor can they contain viruses. Do I have to use cookies to access your site? Yes. The site will not work unless your browser is configured to accept cookies. A cookie is a small bit of text that the server asks permission to store on your computer's hard drive. If you agree, your browser adds the text in a small file. With Microsoft Internet Explorer, each cookie is stored in a separate file, and with Netscape Navigator the cookies are all stored in one file. This cookie allows Active Server Pages to store information about your current session. No. Part of the information contained in a cookie is the identity of the server it can be sent to. It can be sent to that server, and to no other. |
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