TELEPHONE TRIAGE

Products, Services, and Successful U.S. Systems

Even in 2004, there was uncertainty regarding the actual number of members who are covered with subscription or proprietary telephone triage systems. Because little or no new information is readily available, the "Telephone Triage" report is one of the few resources that provides historical data through 2004 to evaluate where the market has been. Coverage focuses on:

Implementation: What Options Are Out There?

Management and Operation: What Benefits Will Be Achieved in Addition to Cost-Effectiveness and Increased Patient Satisfaction?

Staffing: How Will Current Services Be Impacted?

Market Factors: How Widespread Are Medical Call Centers Right Now? What Sorts of Costs Are Involved? What is the Potential for Cost Savings Over Time?

Competitive Analysis: What Companies Are Currently Leading the Market?

End-user Perspectives: Who’s Using Subscription Services?

In 1999, a consultant confirmed the validity of our estimates, three years after the original publication date. Previously, industry participants highlighted some of the aspects they felt were valuable:

"The Telephone Triage report provides an excellent overview for improving one’s understanding of telephone triage...paves the way to ask the right questions involving markets, products, and technologies."

"A must for anyone seeking to educate themselves about the telephone triage industry....a unique (and perhaps the first) presentation of useful information about the market, products, services, and vendors."

Abridged Table Of Contents

Chapter 1	Overviews & Highlights	1
Chapter 2	Overview of Telephone Triage Services and Systems	12
Chapter 3	U.S. Usage of Telephone Triage	29
Chapter 4	The U.S. Computerized Telephone Triage Market	52
Chapter 5	Descriptions of Selected Organizations and Companies	66
Appendix I	The Important Points	124
Appendix II	Contact Information and References	126

List Of Figures

Estimated Software Market Share Standings		54
Estimated Distribution of Contracted Telephone		57

List Of Tables

Sample Questions for End-User Organizations		10
U.S. Usage of Contracted Telephone Triage Services		31
Listing of Selected U.S. Telephone Triage Systems		35
VA Telemedicine and Telephone Triage Systems		47
U.S. Market for Telephone Triage Software		55
Estimated Member and Call Processing Volumes		58
U.S. Market for Contracted Telephone Triage		62
Projected Potential Future Cost Savings		64
Theoretical Current Annual Cost Savings		65