A patient experiencing worsening pain and difficulty emptying her bladder was unsure what to do, so she called her UCHealth clinic after hours and was routed to the Patient Line RN triage team.

The triage nurse recognized signs of acute urinary retention and urged immediate emergency department (ED) care — leading to timely intervention and preventing further complications.

Over the past year, the Patient Line RN triage team has expanded after-hours support to more than 90 specialty clinics, ensuring patients have access to timely clinical guidance from clinic close, 4:30 p.m., until 10 p.m. This work has significantly improved patient access and care navigation while reducing reliance on on-call providers across the system.

In the first few months alone, the team received more than 6,000 after-hours calls for participating specialty clinics — many of which would have previously been routed through operator services directly to on-call providers. With RN triage in place, only about 8% of calls now require on-call provider involvement. About 30% of patient needs are fully resolved during the call with nursing advice alone, while another 16% are appropriately routed to the clinic for next-day follow-up. Emergency department referral rates remain about 6%, reflecting strong clinical judgment and appropriate escalation.

For providers, this means fewer unnecessary after-hours interruptions and more meaningful, clinically appropriate escalations. For patients, it means faster access to expert guidance, reduced uncertainty, and reassurance during moments that often feel urgent or overwhelming.

One recent patient interaction brings this impact to life.

In one example, the patient who called with concerns about not being able to empty her bladder and had already been scheduled for a routine outpatient procedure. During the call, the triage nurse conducted a thorough assessment, asking thoughtful questions that uncovered worsening pain and signs of acute urinary retention.

Recognizing the urgency, the nurse provided clear, compassionate guidance and strongly encouraged the patient to seek immediate evaluation in the emergency department. Although initially hesitant, the patient ultimately agreed. Upon arrival, she was found to have severe urinary retention requiring urgent intervention. She later shared that without that guidance, she would not have sought care when she did.

This interaction reflects the core of Patient Line RN Triage – combining clinical expertise, critical thinking, and compassionate communication to ensure patients receive the right care at the right time. It is a powerful example of “Caring at the Core” by meeting patients with empathy, guiding them with confidence and advocating for their safety when it matters most. As this model continues to expand across specialty care, more patients are able to access the support they need, when they need it.

 

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The visual companion to our 2026 Nursing Year in Review showcases the print edition’s visual storytelling with connections to all of the articles.