How Do Telephone Triage Nurses Assess and Advise Patients?
Telephone triage nurses have a challenging job. Nurses are trained to assess from the second they lay eyes on a patient. A significant part of a head to toe assessment is the initial presentation - what the patient looks like at first glance. Are they awake? What is their skin tone? Do they appear in distress?
Nurses, especially experienced ones, often operate off "gut feelings " - the nagging feeling that something isn't right. This presents a challenge when assessing over the phone. When a patient calls and speaks to a triage nurse, the nurse first asks what the main complaint is. From there, he or she asks questions about the complaint while listening to cues from the patient that may point to other health issues. For example, if a patient calls in with a complaint of fatigue, and the nurse might pick up on shortness of breath or a cough which could be indicative of a breathing or cardiac issue. This assessment finding leads the nurse towards a more specific line of questioning.
So how do telephone triage nurses ensure all clinically pertinent information is addressed? Many organizations have triage protocols in place to ensure no significant assessment piece is missed. The protocols are developed and refined by clinical staff (i.e., physicians, nurses, nurse administrators, etc.) and are reviewed regularly to ensure the protocols are appropriate and follow current evidence-based practices.
Responsible reporting is also a critical factor in ensuring the best telehealth is provided to patients. Any safety issues or adverse patient outcomes should be reviewed and remediated, and used as an opportunity for quality improvement. Since nurses are patient advocates, reporting safety and patient care concerns is critical.
Ongoing staff education for nurses should also take place. Ideally, case studies should be presented, and nurses should practice assessing and advising appropriately. Didactic and hands-on teaching should be components of staff nurse education.
Telephone triage nurses are crucial in the healthcare field- they help offload physicians and help patients avoid unnecessary office or ER visits. Keeping them clinically competent and up-to-date on various facets of the ever-changing world of healthcare is essential for positive patient care outcomes.
Our Visitors Found These Nursing Topics Useful
Behind the Mask: Self-Care for Nurses during the COVID-19 Crisis
Many of us are all too familiar with the adage "put your own mask on before helping someone else with theirs." That being said, I can honestly say that I did not expect to be quite literally searching the hospital…
How to Manage Your Stress as a Nurse
Nursing is an incredibly stressful career. From the moment nursing students start their education program when they retire, they face difficult situations and stressors on a daily basis. In fact, stress and burnout affect 10-70% of nurses. Sources of stress…
African American Nurses: Making History
The United States has recognized the importance of Black History as a country for nearly 100 years. February is also known as African American History Month, and many institutions such as the National Park Service and The Smithsonian Institution join…
Nurses Week 2020: What Nurses Want
Nurses Week is now upon us. Historically, many organizations commemorate the birthday of Florence Nightingale each May by celebrating with a week of festivities to honor nurses. Whimsical pens, mugs, and "Nurses Call the Shots" sheet cakes are merrily distributed…
Nursing Care for a Mesothelioma Patient
The journey for any cancer patient is a terrifying experience. For those rare patients diagnosed with mesothelioma, the pathway is no different, yet with typically a very poor prognosis of a median survival rate of 8-12 months. Nursing care of…