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Telephone Triage Practice Standards


Telephone Triage Practice Standards

When you purchase the Telehealth Update Continuing Education Package, you will also receive free —  80-page Practice Standards Manual.  You may download these Standards and customize them to your facility!   A major goal of the Telephone Triage Clinical Call Center is to optimize safe, timely access for patients, and to meaningfully reduce root causes of error in the following areas:

  • Assessment: Improve adequacy, timing, or scope of; assessment; pediatric assessments; clinical decisions
  • Communication: Improve oral, written, electronic, among staff, with/among physicians, with patient or family. Improve
  • Continuum of Care: Reduce patient delay in care by improving access to care, expanded setting of care, continuity of care.
  • Informed Consent: Improve patient informed consent and compliance. Clear dispositions apprise patients when, where, and why further evaluation is needed.
  • Human Factors: Improve staffing levels, staffing skill mix, staff orientation, in-service education, competency assessment, staff supervision, medical staff peer review, other (e.g., rushing, fatigue, distraction, complacency, bias)

Telehealth Practice Standards Table of Contents:

  • LINE MANAGEMENT
  • MEDICAL ADMINISTRATION
  • STEERING COMMITTEE
  • HOURS OF OPERATION
  • USE OF TELEPHONE TRIAGE CLINICAL CALL CENTERS
  • GOVERNING RULES OF AREA
  • STAFFING AND SCHEDULING POLICIES
  • ORGANIZATION CHART NARRATIVE
  • DELIVERY OF CARE METHODOLOGY FOR TELEPHONE TRIAGE
    • RESPONSIBILITIES – CLINICIANS
    • JOB DESCRIPTION
    • SAMPLE PERFORMANCE STANDARDS
    • PRACTICE MANAGEMENT