Telephone Triage: Best Practice and Systems for Telehealth Nursing

Upon completion of this course, you will have increased your knowledge of telephone triage nursing. Specific objectives to address potential knowledge gaps include:

•  Define “telephone triage” and its related terminology.

•  Discuss the components of a high-quality telephone triage system.
•  Summarise the essential aspects of good communication required for telephone triage.

•  Identify how telephone triage decision-making is influenced by rules of thumb, distractors, and cognitive biases.

•  Describe mnemonic tools used in patient and symptom assessment.

•  List the essentials of safe, effective, and appropriate documentation specific to telephone triage care.

•  Discuss patient disposition and the use of telephone triage guidelines.
•  Summarise common risk management issues in telephone triage practice.