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Telephone Triage Risk Management 1

CE Course: Trends and Advances (3 CE hours)

3 CE Hours for $70

Course Description: Telephone Triage clinicians have always had concerns about the legal issues inherent in telepractice. Those concern have not changed in recent years. If anything, interest in risk management has heightened as new trends emerge that augment the risk. In several areas however, significant progress has been made to contain the risk. The most notable developments include telephone triage standards and new policy statements related to telephone triage. Sheila Wheeler is a CE Provider and has been approved by California Board of Registered Nursing, Provider #10680


Audience: RNs and Nurse Practitioners interested in learning more about the current legal issues related to telephone triage.

Methodology: Participants will read on line course material, and answer 20 multiple-choice questions that will include some case studies.

Behavioral Objectives: Upon successful completion, participants will be able to:

  • Discuss three major trends that have influenced risk management in telephone triage

  • Describe professional negligence as it relates to telephone triage

  • Describe key standards and tools which may help to prevent negligence

  • Discuss the role of documentation in risk management

  • Discuss two key policy statements related to telephone triage

  • Analyze one case study in telephone triage

Provider: TeleTriage Systems. Provider has been approved by California Board of Registered Nursing, Provider #10680 for 3 contact hours.


Telehealth is a subspecialty that still eludes containment and definition, even after 30 years. Closely aligned with the fast-growing high tech industry, telehealth is still developing and still controversial. It has also become an area of risk. Since the mid-1990s, there has been an upsurge in lawsuits involving telephone triage. Many of these lawsuits originate from HMO settings in large call centers that experience high call volume, as well as doctor’s offices where call volume may be low, but qualified staff, training, protocols and standards are inadequate. Dernovsek and Espenson (2003) give possible explanations for the rise in litigation: the emerging nature of the field, gradually evolving legal standards, lack of knowledge among employers about new standards – in short, the birth of telephone triage.

This course is divided into two sections. ¬†Part One provides an updated overview of key issues, trends, policies and controversies related to the legal aspects of telehealth. It also highlights areas of risk that may not yet be apparent. It is based on recent research, case studies and the author’s experiences as an expert witness and telephone triage consultant. Part Two (a separate course) features interviews with two nationally known legal experts who further describe their perspectives on key issues affecting risk in telephone triage.

The case studies used to illustrate legal principles are based on actual events. However, identifying information for the parties involved has been omitted.

Provider: Sheila Wheeler is a CE Provider and has been approved by California Board of Registered Nursing, Provider #10680



  1. Order the article and Post Test online through PayPal.

  2. You will receive the article and Post Test via email. PLEASE CHECK YOUR SPAM FILTER

  3. Read the required reading material.

  4. Complete the post test and submit it via email

  5. If you pass with 70%, you will receive a Certificate of Completion via email!

If you haven’t already done so, you can earn 30 CE hours by taking “The Fine Art of Telephone Triage”.

If you have taken that course, check out TeleTriage Systems’ other courses that can earn you up to 15 -18 CE’s


3 CE Hours for $70