07/22/2026
Emergency departments are busy, and not every patient who walks through the doors needs that level of care.
At Regions Hospital, emergency medicine clinicians saw this firsthand and partnered with CareLine triage nurses to create a smarter approach.
Second-level triage is transforming how patients access care and how teams work together. What began as a pilot project has grown into an organization-wide program that now includes primary care virtualists and all primary care triage nurses.
During the pilot, 74% of patients who would’ve been sent to the ED were appropriately and safely recommended urgent care, primary care or same-day virtual visits. Since expanding, about 60% of patients calling avoid unnecessary ED visits in favor of the right level of care.
Patients benefit from greater clarity and confidence during stressful moments, while care teams have more tools and options to help.
“It’s a meaningful shift in how care feels and is delivered,” said Dr. Jerome Siy, value-based care medical director. “Patients avoid unnecessary emergency department trips and get the right care that fits their needs. This is what we’re trying to achieve and what all healthcare organizations should do.”