Managing Difficult Calls for Triage Nurses

“Managing Difficult Calls,” helps prepare you to identify difficult calls and manage difficult callers with compassion and understanding.

There are four common types of difficult calls you may experience as a triage nurse:

  • Difficult callers who are angry, demanding, abusive, etc.
  • Difficult situations, such as extremely worried caller or calls about abuse or neglect.
  • Unauthorized callers, including family and friends of authorized patients or non-parents that are taking care of minors.
  • Chronic callers who call repeatedly about the same things or even about different ailments on a regular basis.

The video lesson will help you learn how to manage these different types of difficult calls. You will cover how to view the situation, keeping the difficult caller in perspective, and maintaining your calm. The video will also discuss using compassion and empathy to diffuse a negative caller.

You will learn the three easy steps to managing difficult callers: listen, relate, and propose an action plan. The action plan will depend on the situation on hand and where you work. Regardless of what action needs to take place, how you communicate the plan is just as important as what the plan is. The video will go over comforting terminology you can use to assist the patient and make sure they understand the action plan.

Finally, the video lesson will cover what to do if you encounter a caller that is verbally abusive and unwilling to listen to anything you say. You will learn how to be assertive, keep your cool, and take control of the situation. The video will also cover the proper steps for hanging up and having the physician get in touch if the patient continues to be verbally abusive.

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TriageLogic is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, remote patient monitoring, and medical call center solutions, all for the purpose of encouraging positive patient behavior and improving access to healthcare. Founded in 2007, the TriageLogic Group now serves more than 9,000 physicians and covers over 25 million lives nationwide. They continue to partner with private practices, hospitals, and corporations throughout the U.S.

Supplemental Reading Material

Lesson Assignment