Triage Videos: How to Triage Patients Over the Phone

Triage Videos: How to Triage Patients Over the Phone

Knowing how to triage patients over the phone can be challenging. Rather than assessing a patient, using multiple senses, we must focus on listening carefully. In most situations, either the caller or their loved one is not well. We must also understand that the caller may be worried, anxious, or in pain. Considering the circumstances it may be difficult to communicate with the caller and decipher the most pertinent information. It is important to empathize with the caller. Expressing compassion for the patient will enhance communication and help create a positive call experience. Additionally, a productive work environment also plays a role when triaging a patient over the phone. In order to focus during a triage call, it is important to have an appropriate workspace, free of distractions.

Learn how to listen effectively, manage difficult calls, and apply proper protocol with our nurse triage videos.

Nurse Triage Call Procedures: Answering the Phone

This nurse triage video explains the characteristics needed to efficiently conduct telephone triage. Some of the beneficial factors and traits that a nurse needs in order to triage patients over the phone include: creating a positive work environment and effectively listening to patients.

Nurse Triage Call Procedures: Listening Skills

As a telephone triage nurse, a major part of your assessment is based on the information provided by the caller. Practicing certain listening techniques will make you a more effective triage nurse. Learn about: effective listening, reflective listening, open-ended questions, and empathic listening.

Nurse Triage Call Procedures: Types of Difficult Calls

This short video provides a brief, good look at the various types of difficult calls triage nurses encounter every day.

Nurse Triage Call Procedures: Handling Abuse or Neglect

This video gives some very useful tips on how to triage patients over the phone who may indicate that a patient or child abuse or neglect has occurred.