24/7 Nurse Triage – What it is and what it isn’t? When your employee is injured on the job what do you as the employer do? Do you have protocols in writing for your employees so they know who to report to? Do you have procedures set up for your employee when they request medical care when reporting a work-related injury?  How do you communicate this information to the employee and their supervisor?  Do you send them to the Emergency Room or their personal physician?

24/7 Nurse Triage – What It Is?   This service is typically provided by trained, telephonic triage, Licensed Professional Nurses experienced in workers’ compensation.  It is a 24/7 Nurse Hotline that the employee or supervisor calls if they believe the employee has experienced a work-related injury.

At the time this service is initially set up at the place of employment, the triage team develops a set of protocols individualized to the specific employer, including utilization of physicians within a desired PPO network, reporting protocol, etc.

When the employee or supervisor contacts the triage hotline, the Nurse obtains pertinent information to include the nature and severity of the event, along with personal and employment information.

The Nurse uses patient care guidelines and their judgement when directing the employee to the appropriate medical care.  Many times, nursing recommendations are only needed.  If formal treatment is indicated the Nurse often pre-certifies the medical care and provides instruction to the authorized treatment facility.  The Nurse may contact the authorized medical provider and gives details of the injury, depending on the protocol of the employer.

Following the call, the Nurse emails initial notice, and the recorded conversation with the claimant to the designated contact if this is part of the protocol.  Claims can be created by accessing the specific claims system.  If requested, the First Report of Injury is also completed.

24/7 Nurse Triage – What It Is Not? Basic first aid steps at the place of employment still apply.  In case of severe emergencies, such as loss of consciousness, not breathing, pronounced bleeding, extreme pain that cannot be identified, the employer still needs to contact 911.

This is a one-time service; follow-up case management services are not provided except as described above.


  • Plugging the injured worker into the appropriate medical resources reduces direct and indirect costs on the claim.
  • It provides timely report of injuries to the state.
  • It provides a quick, easy and cost-efficient way to immediately report workplace injuries.
  • It sends a clear message to your employees that you care about employee health and safety.
  • It avoids doctor and emergency room visits, and utilizes preferred provider networks.
  • The supervisor is not responsible for making the medical decisions for the employee.
  • Notice of injury is provided to the employer and claims professional within minutes.
  • The call is recorded for case documentation and quality assurance.

The description of services to be provided that is detailed above may vary depending on the company that is providing the services.  At CompAlliance we have developed a 24/7 Triage service called NurseNow.

CompAlliance provides 24/7 Nurse Triage

If you believe this type of service would benefit your company, Contact CompAlliance for additional information.