Using Triage Systems Sept2019

The North American Quitline Consortium (NAQC) report explores how triage systems can enhance access to tobacco cessation services by efficiently directing callers to the most appropriate resources. Unlike traditional referral programs, triage systems connect callers to intensive cessation services available through their health plans, ensuring better utilization of existing resources. The report highlights various state-level implementations, such as in Minnesota, New York, and Nevada, demonstrating benefits like increased quit attempts, improved coordination with healthcare providers, and cost savings. However, challenges include fluctuating health plan offerings, lack of caller awareness, and difficulty tracking follow-ups. The report emphasizes the importance of partnerships, data monitoring, and customized approaches to successfully implement triage systems. Ultimately, NAQC recommends further research and collaboration with health plans to optimize triage models for quitlines nationwide.