Triage Call Process for Nurses

Introduction

• Welcome Message: Learning Center for nurses to learn about best practices in triage.
• Presenter: Marcy Line, Triage Logic Nurse Educator.
• Focus of Video: Final three steps of the triage call process.

Overview of the Triage Call Process

1. Step 1: Introduce yourself, your title, and the practice you're representing.
2. Step 2: Collect or verify demographic information.
3. Step 3: Collect a brief past medical history.
4. Step 4: Let your patient talk.
5. Step 5: Document a brief yet complete assessment.
6. Step 6: Choose the right protocol.
7. Step 7: Get your patient to the right level of care.

Final Steps in Triage Call Process

Step 8: Giving Relevant Care Advice

• Importance: Advice should be specific to the patient's current symptoms and history.
• Approach:
  • Consider all previous steps before giving advice.
  • Tailor advice based on past medical history or current health conditions.
• Examples:
  • Case 1: 21-year-old college student with a mild headache (home care advice: moin, rest, cool compress, stretching).
  • Case 2: 21-year-old pregnant woman with a headache (home care advice minus moin due to pregnancy).
• Communication Tips:
  • Introduce topics before giving advice (e.g., "I'm going to give you some information about fevers.").
  • Speak slowly, pause between topics, allow questions.
  • Reassure if the caller has tried appropriate care.
• Critical Reminder: Do not delay care if emergency room visit is needed.

Step 9: Giving Callback Instructions

• Purpose: Educate on symptoms that warrant a callback.
• Instructions:
  • Provide basic symptoms to watch for.
  • Include a time frame (e.g., fever not resolving in 3 days, cough persisting for a week).
• Communication Tips:
  • Review slowly, pause between topics.
  • Allow time for patient to write down information and ask questions.

Step 10: Ensuring Understanding and Compliance

• Significance: Ensures patient understands and can follow care plans.
• Final Statement: "Do you understand the care advice and callback symptoms? Are you willing and able to follow this plan?"
• Key Concern: Patient safety and well-being.

Conclusion

• Resources: Visit Learning Center for more articles and videos.
• Engagement: Leave comments and share the video with colleagues.