"The Fine Art of Telephone Triage: An Introduction to the Practice, Skills and Tools of Telephone Triage"
Presented by Sheila Wheeler
Managers' benefits include a high-quality training program that can be
implemented in days with a small investment that includes CE hours for all staff.
TeleTriage Systems offers Corporate rates on all training programs, on-site and online on single individual seminars or any mix of training modalities.
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Day One: Telephone Triage Principles and Practice (30 CE Hours) |
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Course Description
This course provides an introduction to the world of telephone triage
for the novice as well as an update for the experienced practitioner.
It covers the current healthcare environment including the impact of
managed care on telephone triage. Utilizing Benner's model of nursing
expertise, practitioners are introduced to the field of telephone
triage and the nursing process as related to this new practice.
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Day Two: Protocol Orientation and Customization Workshop (7 CE Hours) |
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Course Description
Any new tool - phone, computer or protocol - requires proper
instruction. Without it, staff may use it incorrectly or not at all -
creating legal liabilities. Nurses trained in a low stress environment
about the correct use of protocols, function more confidently,
experience less stress and have greater job satisfaction.
This workshop
features instruction and practice in using Telephone Triage Protocols for Adult or Infant/Child Populations. It covers the concepts of Patel and Tanner, experts in
medical decisionmaking. A tour of the protocol components and matching
exercises are designed to familiarize nurses with the overall design
and protocol title system respectively.
Customization instruction
enables users to "make the protocols their own" by adjusting content or
format per physician/facility preferences Participants will participate
in approximately 10 adult and/or pediatric role-plays, using one of 50
+ adult, pediatric or Women's Health case studies. Participants will
take turns role-playing patient (using a case study script), nurse
(using a protocol and form) or peer reviewer (using competency score
sheets).
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Day Three: Community Based Telephone Triage: The Team" (7+ CE Hours) |
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Course Description
Telephone triage nurses have an opportunity to serve as resources for community agencies such as Poison Control and Suicide Intervention. Referring patients to the right person, at the right time and place reduces stress on any call center or telephone triage systems by curtailing inappropriate calls and enhancing patient satisfaction. Nurses need to know when, why and how to best refer callers to other members of the TeleHealth Team.
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