The Benefits of Nurse Telemedicine Triage: A Case Study from North America

Abstract

Abstract This paper describes how an energy technology company has implemented a virtual nurse triage program to ensure a consistent level of professional medical support and care for onshore operations in Canada. Many of the company's remote operational locations are without professional onsite medical services. The nurse telemedicine triage program is used to ensure personnel are provided with timely medical care and professional case management while ensuring the confidentiality of medical information. The nurse telemedicine triage program provides access to registered nurses 24 hours a day, 7 days a week, to support onsite first aid response. Standardized nurse triage protocols combined with the nurse's experience and medical knowledge are used to advise on the necessary level of care. This includes determining whether the person requires emergency medical treatment or needs to be examined by a doctor, or if onsite first aid response is sufficient. A follow-up consultation is provided within 4 hours of the initial report to assess and monitor progress. If necessary, the nurse helps to organize doctor appointments and specialist treatment. The nurse telemedicine triage program was implemented in 2023 across the company's land operational locations in Canada. The nurse telemedicine triage program has reduced the number of nonessential trips from remote locations, which often require driving in high-risk environments as a result of extreme local weather conditions. The service has proved to be an effective health, safety, and environment (HSE) engagement tool, with personnel appreciating the care shown by the company for their wellbeing. Professional case management and maintaining the confidentiality and privacy of medical data are additional positive outcomes of the program, ensuring compliance with applicable regulations and company health management requirements. The nurse telemedicine triage program has helped employees avoid unnecessary visits to public health facilities for medical issues that were not serious or urgent. The nurse telemedicine triage program has also proven to be cost effective as a result of reduced medical claims and sickness-related absences. In addition, the company saw a reduction in its industry-recognized total recordable incident rate to date in 2024 compared with 2023 following implementation of the program.