Software & Protocols

Triage Software

FONEMED’s copyrighted technology revolves around a call center software platform that supports medical triage, health information, and related applications for the healthcare industry.  Our company has focused over a decade of research, development and beta testing on software designed specifically for a diverse client base in both national and international markets.  As a result, FONEMED’s clients now benefit from the most efficient, flexible, customizable and scalable software of its kind – a quantum leap forward in the provisioning of nurse/physician advice to callers.    

Web-Based

The triage platform is developed in ASP.net with a Microsoft SQL database backend. Medical doctors and Registered Nurses, experienced in telephone triage, designed it with reliability and ease of use as their goals. Our software engineers constructed the entire system to be compatible with advances in telephone technology such as Voice over Internet (VOIP). The FONEMED System can be customized to incorporate Computer Telephony Integration Modules of your existing PBX.

Easy to Use

We streamlined the software so that for any given call, the user need only view the screen elements relevant to that particular client. This is easily customizable by you, the user, for each of your clients.  For the triager, the software is intuitive and becomes a "What You See is What You Need" system. Staff have less to remember, thus mistakes are less likely to occur.  The core system has removed all the "bells & whistles" that complicate the triage process, add cost to the product and are rarely used. These functions can be added later, when a client requires a specific function.

FONEMED developed the software taking into account skills and systems that would be readily available in most localities and countries.  Finding system administrators with the proper skills to manage the database and systems should not be a cost barrier.  Likewise, both nurses and doctors will rapidly feel comfortable taking and documenting calls. The operating system and medical protocols are available in English and Spanish.

Efficient

FONEMED takes a modular approach to medical call center operations.  We maximize efficiencies by starting with a top quality operating system, adding on new technology features for our clients on an “as-needed” basis.  With a web-based application we are able to provide quick links to community and national resources as well as client specific instructions and patients Electronic Health Records while maintaining a secure and protected environment.

Web-Hosted or Installed

FONEMED’s triage platform can be installed at a client’s site on its own Web and SQL servers, or it can be accessed remotely from our North American call center via a standard internet browser. Remote users are easily accommodated.  FONEMED’s own medical call centers can assist clients with overflow, backup or initial call coverage.

Protocols

To operate a successful, top quality health information center, the single most important component is professional health advice.  No medical call center management company makes a greater commitment to the medicine behind the software than FONEMED. 

After several years of beta testing and live operations using many of the best known triage resources available, FONEMED’s Medical Directors chose the Schmitt / Thompson set of medical protocols as our primary source of content for outsourced triage services.  Dr. Barton Schmitt’s Pediatric Medical Protocols and Dr. David Thompson’s Adult Medical Protocols have become the standards of care for telephone triage in the United States and internationally, well known and respected by medical practitioners, triage nurses and call center directors worldwide. 

If you have other protocols that you would prefer to use, we can integrate those as well. 

Other Languages

FONEMED has translated both its triage software and the Schmitt/Thompson protocols into Spanish.  For any other language, we will work with your Medical Directors and translators to integrate protocol modifications, translated text and/or screen elements quickly and easily.