You are currently viewing Learning Center Case Study Lesson 3 : Triage an Adult with Acute Pain and Providing Empathy Over the Phone

Learning Center Case Study Lesson 3 : Triage an Adult with Acute Pain and Providing Empathy Over the Phone

Course 3 – Lesson 3

Case Study : Triage an Adult with Acute Pain and Providing Empathy Over the Phone


The next nurse triage case study is available in TriageLogic’s Learning Center. Throughout Course 3, you will be applying the 10 Critical Steps of a Triage Call, that you learned in Course 2, to call scenarios.



In this lesson, we review a case study of an anxious 75-year-old female named Paula. She has called on the weekend, after she has had a bad fall. Paula sounds very upset and concerned about the financial burden her injuries may put on her family.

For a triage nurse, it is important to empathize with the patient to help reassure them and create trust. Words for empathy and comfort are easy for some people, while others tend to stumble and not know what to say. Practice and time will make it easier. Use statements such as :

“I am so sorry you are in so much pain, let’s see how I can help you.”

“You have a lot of concerns; hospital visits can be expensive. Let’s talk about where your pain is right now.”

Words like, “I understand,” “that sounds painful,” and “I’m sorry you are going through this,” all help build trust with your patient. These statements show your patient that you are empathetic but also in a position that you will help them get to the proper level of care.

In this lesson, you will use the 10 Critical Steps to talk Paula through her symptoms and encourage her to take the recommended steps.

If you are caught up on your lessons, go straight to the new lesson here. You can start or continue your training with the courses below :

Introduction to Telephone Nurse Triage : This course offers a quick introduction and overview of telephone nurse triage, how it functions in the healthcare system, and the roles telephone triage nurses play in patient care.

Course 1 – Creating A Positive Call Experience For You and Your Patients : This course teaches you the essential skills to be an effective telephone triage nurse. Topics include working with patients, managing difficult calls, and handling uncomfortable situations.

Course 2 – Clinical Protocol Training : This course familiarizes nurses with the critical steps of a triage call and develops an understanding of protocols. The lessons cover the critical steps to a triage call, what protocols to use and how to use them, and navigating protocols.


About the TriageLogic Online Learning Center

TriageLogic’s Online Learning Center is available free of charge to telephone triage nurses and teams as an educational resource and practical training guide. Along with course videos, coursework includes class notes, related articles, and learning materials. You will receive a TriageLogic Telephone Nurse Triage Certification for each completed course. Managers can also set-up teams and check on their individual nurse progress in the course.


What to read next : Care News Winter – Spring 2017