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About Sheila Wheeler, RN, MS.

SHEILA WHEELER, RN, MS.,  Founder of TeleTriage Systems, has achieved international recognition as a pioneer, thought leader and expert in telephone triage and telehealth. She is an accomplished writer and researcher. Ms. Wheeler is currently retired.

Ms. Wheeler’s work is laser-focused on patient safety and risk management in telehealth. To that end, Ms. Wheeler developed a telehealth system with standards-based and evidence based components that is complete. Her guidelines are unique — comprehensive, age-specific, with a 5-level triage approach and serving  the needs of the widest range of patient populations including  underserved communities — low-income, high-risk, low literacy.  Wheeler’s guidelines are currently used by physicians in Bhopal, India. 


D.L, RN, MSN, PHN. California.   “Your work is a godsend. I am truly grateful to have found it. Thank you for all you do.”  

  • Learned a lot. Can’t think of anything that was missing.
  • I loved it!
  • Excellent content!
  • This was such a great day with much needed information!
  • I didn’t want to miss anything!
  • Great job!
  • Information clear and needed!

Feedback from 120 nurses attending a 2016 day-long Telephone Triage training near Washington, DC at a State Health Agency Regional Office.

Sheila Quilter Wheeler Milestones

SHEILA WHEELER, RN, MS. Ms Wheeler has achieved international recognition as a pioneer and expert in telephone triage and telehealth. She is an accomplished writer, educator, researcher and previously developed electronic versions of her decision support guidelines with two different software companies. 

Sheila Wheeler has developed innovative telehealth products and seminars. Listed below are principal milestones.

  • 1988 Author “The Fine Art of Telephone Triage”,  First CE program in telephone triage.
  • 1990 Original concept, Assistant Producer, “Anonymous Hero”, first training video for emergency medical dispatchers.
  • 1993 Author “Development, the first training manual on telephone triage. This best selling text is considered the definitive work in the field. Over 30,000 copies have been sold since 1993.
  • 1994 – 2001 Founder, Chairperson and Speaker:  “Telephone Triage: Essentials for Expert Practice”, the first national clinical telephone triage conference (three sites per year, +/-6,000 attendees)
  • 1995 Developer, teletriage.com, the first telephone triage website and clearinghouse for information.
  • 1995  Author, Editor-in-Chief and Task Force Manager for “Telephone Triage Protocols of Pediatric and Adult Populations” the first age-specific, integrated and patient-centered set of adult and pediatric protocols
  • 1997 Clinical Informaticist, collaboratively developed electronic software with LVM Systems for six VA hospitals in northern California and Hawaii.
  • 2000  Member, Expert Task Force for National Certification Corporation, telephone triage certification examination
  • 2001 Developed the first Protocol Competency CE Course
  • 2002 Telephone Triage Protocols for Adult and School Age Populations, Second Edition, Aspen Publishers.
  • 2009  Telephone Triage Protocols for Adult Populations, Third Edition McGraw Hill.
  • 2010  Training Program:  The Fine Art of Telephone Triage for The Hospital Authority, Hong Kong, China
  • 2011 Training Program:  Telephone Triage Essentials for Expert Practice for Physicians, Keck School of Medicine, University of Southern California, Los Angeles, California
  • 2014 Training Program:  Telephone Triage: Essentials for Expert Practice Preceptor Program,  Sutter Health Call Center, Salt Lake City, UT
  • 2014 Training ProgramTelephone Triage: Essentials for Expert Practice Preceptor Program,  Ambulatory Clinics: OHNS, Pediatrics, Adult Primary Care, University of California San Francisco, CA
  • 2015  Lead Author, Safety of Clinical and Non-Clinical Decision Makers in Telephone Triage: A Narrative Review”  investigating telephone triage safety of physicians, nurses, EMDs and clerical staff (Journal of Telemedicine and Telecare, March 2015).
  • 2015  Presentation: AAACN Conference. “To Err is Human, To Delay is Deadly” 
  • 2016 Presentation: AAACN Conference. Building a Culture of Safety in Telephone Triage
  • 2017 Presentation: Safety in Teletriage, to Physicians in Bhopal, India 
  • 2017 – 2019 Training Program: Telephone Triage: Essentials for Expert Practice Preceptor Program,
  • 2015-2019  Developed Electronic Prototype for a Universal Guideline
  • 2020      TeleTriage Systems Assets Available for Sale


      1   Telephone Triage: Solutions for Recurrent Errors in Primary Care, Urgent Care & ED Settings

  • Article
  • February 2019
  1. Delegating Tasks to Unqualified Staff
  • Blog
  • April 2018
  1. Pediatric Telephone Triage Guidelines, School Age (Age 6-18 Years)
  • Book
  • January 2017
  1. Pediatric Telephone Triage Guidelines, Infant-Child (Age Birth to 6 Years)
  • January 2017
  1. Adult Telephone Triage Guidelines (Age 18+ Years)
  • Book
  • January 2017
  1. Risk Management in Telephone Triage Part 2: Two Expert Views
  • Research
  • November 2016
  1. Risk Management in Telephone Triage Part 1: New Trends, Advances & Risks
  • Research
  • November 2016
  1. Telephone Triage: Creating a Culture of Safety — Structure, Process and Outcomes
  • Conference Paper
  • April 2016
  1. Safety of Clinical and Non-Clinical Decision Makers in Telephone Triage: A Narrative Review
  • Research
  • March 2015
  • Journal of Telemedicine and Telecare
  1. Telephone triage: SAVED by the form
  • Article
  • December 2000
  • Nursing Management
  1. Calling all nurses: how to perform telephone triage
  • Article
  • August 1997
  • Nursing Management
  1. Calling all nurses
  • Article
  • July 1997
  • Nursing Management
  1. Telephone triage: sidestepping the pitfalls
  • Article
  • June 1994
  • Nursing Management
  1. Telephone Triage: Theory, Practice and Protocol Development
  • Book
  • January 1993
  1. ED telephone triage: Lessons learned from unusual calls
  • Article
  • November 1989
  • Journal of Emergency Nursing
  1. Current Practice in Nursing Care of the Adult: Issues and Concepts. Volume One
  • Article
  • 1981
  • The American Journal of Nursing


TeleTriage Systems Values

Processes and Systems that “make it easy to do the right thing” (Institute of Medicine, 2000)

….Telehealth Training Products that are Real World  and Evidence-Based

 Telehealth Culture of Safety

Patient Safety…..Making good medical decisions under conditions of uncertainty and urgency is difficult…

Telehealth products have the goal of patient safety as the highest priority 

….Clinician Safety...Telephone triage work is acknowledged as a fast-paced, stressful clinical task…..

Error in telehealth — both system- and human error — can be reduced by the cumulative effect of healthy work environments, user friendly technologies and robust practice standards to support clinician and patient safety and reduce decision fatigue.

Telehealth products are designed to be “real world” —  built by clinicians who currently practice telehealth.  Safe, user friendly systems that focus on Standards, Quality Improvement and Risk Management.  

30+ Year Track Record of Innovation, Excellence and Leadership


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