Telephone triage training, consulting and expertise -- trusted by medical professionals since 1985
tel. 415-453-8382

The Fine Art of Telephone Triage (1993, 2005)

30 CEU for $150

35,000 telephone triage nurses can’t be wrong!  The classic training manual– Telephone Triage: Theory, Practice and Protocol Development (1993) —  has been purchased by over 35,000 clinicians since 1993!  This CE course is based on the original  —  “how to” and  “go to”  classic training manual on telephone triage.  Learn The Fine Art of Telephone Triage (30 CE Hours)  using 2-8 key question checklists, using risk management principles and nursing process-based approach.

“Fine Art of Telephone Triage” is based on the seminar taught by Ms. Wheeler since 1985. This clinical training course is “generic” to all telephone triage systems or programs, regardless of the type of protocols or guidelines used in your setting. Sheila Wheeler is a CE Provider and has been approved by California Board of Registered Nursing, Provider #10680

COURSE DESCRIPTION:  This course is ideal for Individual or Group training on how to perform telephone triage.  The package covers the basic elements of malpractice in telephone triage and practical steps to avoid risk.  Metacognition — thinking about thinking — involves a decision making process and critical thinking.  These skills are addressed in detail, with checklist tools to enhance assessment of adult, geriatric, Women’s Health and pediatric populations (Infant-Child and School Age), as well as tools to gather contextual information, such as patient history — quickly and effectively.

The communication chapter addresses how to best elicit key information quickly and accurately via phone. Separate chapters address the challenge of high risk populations (pediatric, geriatric and women of childbearing age) and emotional and medical crisis management. For a fraction of the cost of a conference, managers can quickly train groups of staff in telephone triage “basics” and provide staff with optional Continuing Education hours.


AUDIENCE: RNs, NPs and clinicians (novice and experienced) from Call Center, Ambulatory Care, ED, Hospice, Student Health Centers, School Nurse, Home Health and Public Health settings.

METHODOLOGY: Reading, completing end-of-chapter exercises, listening to audio CD and completing post test.

BEHAVIORAL OBJECTIVES:  Upon successful completion of the course, participants will be able to:

  • Define three major risk management areas and remedies to each
  • Correctly apply general guidelines
  • Define key documentation requirements
  • Analyze and critique 10 audiotaped case studies.

PROVIDER: Sheila Wheeler has been approved by California Board of Registered Nursing, Continuing Education Provider #10680 for 30 contact hours


  • Packed with case histories; examples of model systems; research; and expert opinion
  • 20 examples of protocols and documentation forms
  • End-of-chapter exercises
  • AudioLinks to 60-minute Training audio CD with 10  case studies of routine to crisis-level cases for review, analysis and discussion
  • Provides comparative models of excellent and flawed call management
  • Legal chapter providing guidelines for safe practice
  • Over 200 published references specific to telephone triage
  • Crisis intervention, medical and psychological
  • Applications for high-risk population
  • Adaptable for home study or group training, with or without CEUs


  • Telephone Triage: An Overview
  • Medico-legal Aspects of Telephone Triage Communications
  • Telephone Triage and the Nursing Process
  • Protocol and Form Design and Development
  • High-Risk Populations: Children, Elderly, and Women of Childbearing Age
  • Crisis Intervention




  1. Do not order online from your work site email address, your order may be delayed or lost.Place your order from your personal email.Always check your spam filter for delivery of the CE course 

    Order the article and Post Test online through PayPal.

    1. You will receive the article via email or a Book (download or hard copy)  included in the price of this course

    2. Read the required reading material.Complete the post test and submit it via email

  2. If you pass with 70%, you will receive a Certificate of Completion via email within 1-2 business days!

 30 Continuing Education Hours for $150



Do not order online from your work site email address, your order may be delayed or lost.

Place your order from your personal email.

Always check your spam filter for delivery of the CE course 

30 CEU for $150

CE  Courses are non-refundable

Share this article