MyNurse @ Medical City Children’s Hospital

The healthcare needs of your patients don’t keep office hours. Many patients have concerns and questions over the weekend or in the middle of the night. That’s why we are proud to sponsor a pediatric telephone triage service called MyNurse @ Medical City Children’s Hospital.

Registered nurses are available on weekends, specified holidays and throughout every night to assist your patients with immediate answers to their health questions. Calls are usually answered in seconds or within a maximum two-minute wait time. Sophisticated, symptom-driven guidelines and an assessment database are used with each call. These protocols are reviewed and improved continually. Patient demographics are obtained during each call and include the name of the patient, date of birth, phone number, pediatrician and the caller’s name.

A computer-generated report about the call is faxed to the patient’s pediatrician within minutes. This report contains the demographics, complaint, history, protocol used and advice given.

Callers first speak to a specially trained telephone representative or registered nurse, depending on the subject of their call. If a caller specifically requests to talk to a pediatrician after speaking with a nurse, your on-call pediatrician or designated provider is contacted. If the patient requires an emergency department or urgent care visit, a nurse will refer the patient to his or her physician’s preferred urgent care center or emergency department. A patient report will also be faxed to either facility within minutes.

Our Reputation Is on the Line During Every Call

All calls are digitally recorded, so they are available for review at a later date. If any related party generates a concern, the call will be flagged for review. Every concern will be carefully evaluated and the appropriate action taken. The local pediatric medical director and team hold a monthly meeting to review quality issues. The calls that have been flagged for review are discussed in detail, focusing on opportunities for improvement with rapid implementation. Any protocols flagged for review are also discussed and amended as necessary.

MyNurse @ Medical City Children’s Hospital maintains:

• Staffing flexibility to meet high-volume periods
• Contingency plans for:
  • Sudden, unexpected surges in call volume
  • Unexpected triage nurse illness or absence
  • Unexpected outages in technology due to natural disasters such as storms and fires
• A call center with a 99%-plus caller satisfaction rate
• Its own malpractice coverage
• Backing by the best organizations to provide the best service

MyNurse @ Medical City Children’s Hospital is accredited by the Utilization Review Accreditation Committee (URAC). That organization’s health call center standards “assure that registered nurses, physicians or other validly licensed individuals perform the clinical aspects of triage and other health information services in a manner that is timely, confidential and includes medically appropriate care and treatment advice.” You can learn more about this independent nonprofit organization at www.URAC.org.

The Beryl Companies administer MyNurse @ Medical City Children’s Hospital. Since 1985, Beryl has provided customer service solutions exclusively to the healthcare industry. Their administrative personnel are available 24 hours a day, 365 days a year. In the past 20 years of operation, they have received over 10 million calls on behalf of over 500 healthcare organizations.

For more information on MyNurse @ Medical City Children’s Hospital, please contact the MyNurse Outreach Coordinator at 972-566-2549.

An Emergency Room Just for Kids
Medical City Children’s Hospital features a dedicated pediatric emergency room that provides the best possible emergency care 24 hours a day. Our emergency room is separate from the adult emergency room at Medical City to provide a more soothing environment and the attention every child deserves.

Our highly qualified pediatric staff includes specialized emergency and pediatric nurses, pediatricians, residency trained emergency physicians and fellowship trained pediatric emergency physicians. Every member of this team delivers compassionate care as quickly as possible, utilizing medical equipment designed just for children.

Plus, cheerful colors, play areas, televisions and an interactive gaming station help kids feel calm and keep their siblings occupied.

When a patient is seen at our dedicated pediatric emergency room, we will send a copy of their discharge instructions to their physician’s office and will call the physician if the patient is admitted to the hospital.