Telephone Triage: Best Practices 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 related terminology.
• Discuss the components of a high-quality telephone triage system.
• Summarize the essential aspects of effective 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 the use of telephone guidelines and patient disposition.
• Summarize common risk management issues in telephone triage practice.