Nurse Triage Training Class

Nurse Triage Training Class

Call Procedures: Creating a Positive Call Experience
for You and Your Patients

The goal of this nurse triage training is to provide you with information that will empower you to:

  • Set up a proper environment
  • Create a positive experience
  • Become an effective listener
  • Manage Difficult Callers

An effective telephone triage nurse knows how to gain trust, when to speak up, how to express empathy, and when to turn the call over to the physician.

Course material designed by: Charu Raheja, PhD and Ravi Raheja, MD (content); Teri Coutu (editing, voice); Geej Langlois (visual)

Nurse Triage Training: Call Procedures - Working With Patients
Nurse Triage Training: Call Procedures – Working With Patients

This section explains the characteristics and factors needed to be an efficient telephone triage nurse. Some of these include:
1. Creating a positive work environment- free of distractions
2. Properly answering the phone
2. Effectively listening
3. Being calm and confident

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Nurse Triage Training: Call Procedures - Managing Difficult Calls
Nurse Triage Training: Call Procedures – Managing Difficult Calls

In this section we look at the different types of difficult calls a triage nurse may receive, such as:
1. Difficult Callers
2. Difficult Situations
3. Unauthorized Callers
4. Chronic Callers

We address how to approach these calls with 3 easy steps.

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Nurse Triage Training: Call Procedures - What to do With Uncomfortable Situations
Nurse Triage Training: Call Procedures – What to do With Uncomfortable Situations

This section describes the difficult situations and provides suggestions on how to work with calls involving:
1. Abuse/neglect
2. Complicated medical or psycho-social issues
3. Very worried callers
4. Communication issues

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Stay tuned for more nurse triage training videos to come.