Telehealth Training Manuals and Guidelines -- trusted by medical professionals since 1985

Key Symptom List for Non-Clinician Pre-Triage: A Risky Practice

Key List of Symptoms of Non-Clinicians to Pre-Triage? I am often asked about a recommended “list of key symptoms for clerical staff to use to pre-triage patients”. I do not have such a list, nor do I recommend this risky policy. If your facility implements such a task delegation policy, I recommend that nurses meet with the hospital counsel in regard to this matter, as well as getting the policy...
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Telehealth: Essentials for Expert Clinical Practice (2021)

Structure, Process, Outcomes for 5-Level Telephone Triage  Available  on Amazon in Spring of 2021 Essentials for Expert Clinical  Practice is a revision of The Fine Art of Telephone Triage (1993) the original “how to” course in telephone triage. Structure – Process – Outcome = Quality and Safety This comprehensive Training Program combines two (training and Standards) of four System...
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Clinical Call Center of the Future:

In a recent article in Healthcare Call Center Times entitled “Thoughts from a Telephone Triage Pioneer”, Sheila Wheeler shared her vision of the future of telehealth with a list of features for the clinical call center of the future. New Title Telephone Triage Nurse becomes Clinical Triagist Integrated Clinical Call Centers The 24/7 “Command Call Center” becomes the new...
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Emergency Department Telephone Triage

Are Current Policies Safe? Recent research found a link between Oregon patients on Medicaid and increased ED visits, with possible implications for theAffordable Care Act (ACA).   For several decades, the issue of ED overutilization has been identified as a problem.  Historically, ED visits may be preceded by a telephone triage call to the ED for assessment and disposition — which most EDs...
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Decision making by Telephone Triage Nurses

Pattern Recognition and Estimation of Symptom Urgency Recent research on decisionmaking has implications for clinical decision making in telephone triage, CDSS, clinical call center policies, and industry regulations — worker fatigue, understaffing, over scheduling. Thinking Critically about Critical Thinking “In the beginner’s mind there are many possibilities. In the expert’s mind...
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