Whether you need on-call triage services 24/7, afterhours only, or simply to cover your on-call needs while your nurse(s) are out sick or on vacation, Theia Health can help.  Our telehealth supervisors have 20+ years of experience in Home and Community-Based Services (HCS) and Intermediate Care Facilities (ICF) to ensure that you, your consumers, and your staff are treated with respect and dignity, while providing solid recommendations, education on the consumer’s needs, and adequate follow-up.


Theia Health has gone the extra mile to ensure consumers are taken care of along with Home and Community-Based Services (HCS) providers or Intermediate Care Facilities (ICF) providers are in the know through exceptional communication.  Theia Health has developed proprietary systems including ProTriage to ensure our nurses have the guidance they need to make appropriate and informed recommendations, as well as consistent, timely, and accurate communication with your staff.

ProTriage is a proprietary software application that helps guide the Registered Nurse through the triage process with HHSC recommended guidelines.  Moreover, ProTriage provides automated reports to the provider’s staff as well as a provider portal so that triage reports can be accessed at any time.

ProTriage has incorporated triage protocols to help guide the Registered Nurse as recommended by Texas Health and Human Services.  These protocols are utilized during the triage call and written care plans and recommendations can be sent to the caller (direct care staff) at the time of the triage call via email, text, or fax.

In addition to providing written care plans and recommendation in real time, ProTriage also sends automated triage reports to the provider and their staff daily.  These reports include date/time, reason for call, and recommendations.  Moreover, ProTriage sends a monthly report to the provider that includes number of calls for the month, number of “reason for calls”, and how many times each disposition was recommended.  This provides the provider with relevant data to analyze their individual needs.

Providers and their designated staff has access to the ProTriage portal.  This portal allows the provider to access any and all triage reports when needed.  There is no need for extensive searches or waiting on your support nurses to find and send any misplaced reports to the provider.  ProTriage allows the user (provider) to simply enter a consumer’s name and date to find a specific report.


Theia Health understands the importance of making the triage process as simple and straight forward as possible for Home and Community-Based Services (HCS) and Intermediate Care Facilities (ICF) staff.  We understand that some triage situation can be stressful for direct care staff and other callers.  This is why we emphasize to our nurses the importance of remaining calm and respectful at all times.  Our telehealth supervisors monitor calls periodically to ensure that providers are receiving the best of the best when it comes to their individualized needs.

The process of a triage call is very simple.  With a designated “on-call” telephone number, the Home and Community-Based Services (HCS) or Intermediate Care Facilities (ICF) provider’s staff simply calls the on-call number.  When the nurse answers the call, he/she will ask a series of questions beginning with some basic information about the caller and whom they are calling on behalf.  These questions include, but not limited to; callers name, location, call back number, consumer’s name.

Once the nurse has solidified who is calling and how to call them back in case of a disconnection, the nurse will then identify the reason for the call.  Two phases are initiated at this point.  First, the nurse will quickly and efficiently establish whether the consumer is safe and out of immediate danger or in an immediate crisis that may require emergency care.  If the nurse establishes that the consumer is not in crisis that requires immediate and emergency intervention, the nurse will begin with the second phase.

Phase two is when the nurse begins with a series of questions relevant to the consumer’s complaint.  In addition to relative signs and symptoms the consumer may be experiencing, the nurse will begin inquiring and researching any relevant information about the consumer including medication regiment, history, etc.

After the nurse has obtained the necessary information, recommendations and final disposition will be relayed to the caller.  In addition to the recommendation and final disposition, the nurse will instruct the caller with what outcome should be expected and any further actions that will be taken by the nurse.  Moreover, a detailed care plan may sent to the staff at the time of the call or immediately following the call.

The Home and Community-Based Services (HCS) provider or Intermediate Care Facilities (ICF) provider and their designated staff will receive a daily report of all triage calls received.  In addition to triage reports, the provider will receive Service Delivery Logs.