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What You Should Know
– A new national report from Conduit Health Partners reveals that 74% of patient triage cases are resolved without an ER visit when clinical expertise is placed at the first point of contact.
– The report, “The Connected System: Insights on Patient Access and Throughput,” finds that aligning nurse-led triage with centralized transfer centers can drive a 3:1 return on investment by protecting hospital capacity and reducing the “firefighting” of downstream congestion.
– Drawing on operational data and a survey of 64 triage and transfer nurses, the report highlights that when access fails, the effects ripple through the entire system, leading to worsened outcomes and avoidable ER strain.
The Data: Triage as a Shield for Capacity
Access is the first test of a health system’s performance. When patients can’t reach clinical expertise early, they often default to the emergency department, even for non-emergent needs.
- ER Diversion: 74% of nurse-led triage cases are resolved without an ER visit.
- Predictable Surges: Demand is not random. Peak demand for after-hours support consistently occurs around 5 p.m. and on Saturdays, with over 60% of nurses seeing significant volume spikes during flu season.
- Self-Care Guidance: Between 60% and 80% of nurses report successfully managing minor respiratory symptoms, medication refills, and chronic disease follow-up via phone, preventing unnecessary escalations.
Throughput: Movement is More Than Bed Management
Once a patient enters the system, the challenge shifts to movement. The report defines three critical transfer types—inbound, outbound, and internal—each requiring distinct clinical and operational workflows.
- The Visibility Crisis: In many systems, the problem isn’t a lack of space, but a lack of visibility. Standardizing coordination through a centralized hub reduces communication delays and creates a single point of accountability for patient movement.
- Rural Resilience: Rural hospitals face wider throughput variability due to staffing and transport constraints. However, centralized coordination led to a 34.6% decrease in average case time for these facilities by providing earlier visibility into capacity.
5 Operational Imperatives
For Chief Medical Officers and COOs, the report outlines five clear takeaways:
- Interconnect Access and Throughput: Strengthening the “front door” reduces downstream congestion.
- Solve Bottlenecks with Data: Communication gaps improve when systems coordinate around shared clinical leadership.
- Integrate Nurse Perspectives: Frontline insights identify challenges earlier than legacy data systems.
- Align Tech with Workforce: Technology sustains performance only when it supports clinical expertise.
- Optimize Existing Capacity: Financial stability comes from better coordination, not just physical expansion.
“As health systems navigate unprecedented demand and operational complexity, frontline nurses offer essential, real-world perspectives on how changes impact patient care and daily operations,” said Cheryl Dalton-Norman, president of Conduit Health Partners. “This report highlights the value of listening to those closest to care delivery to align access and throughput, so patients begin care in the right setting and move efficiently through the system, creating predictability, balanced workloads, and fewer delays for both staff and patients.”
