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Training Manual – Telephone Triage: Theory, Practice and Protocol Development


The training manual –Telephone Triage: Theory, Practice and Protocol Development — is regarded by experts as the “classic” training text in the field.  Written in a direct, “how-to” style, the training manual covers assessment, communications, formation of working diagnosis, clinical prioritizing, documentation, using the nursing process. Currently used by managers, it is a combined text/workbook/audio CD/self-study program based on systematic approach to telephone triage practice. Soft bound, 350 pages. AudioLink: 60 minutes exercise with ten “real life” scenarios (included in price, but delivered as a link)  Chapter Topics include:

  • Telephone Triage Overview
  •  Telephone Triage Malpractice
  • Nursing Process & Telephone Triage
  • Assessment, Documentation, Prioritization & Communication Skills
  • High-Risk Populations: Children, Elderly, and Women of Childbearing Age
  • Crisis Intervention

Unique Features

  • Packed with case histories; research; and expert opinion
  • 20 examples of protocols and documentation forms
  • End-of-chapter exercises
  • 60-minute Audio CD with ten scenarios, routine to crisis-level.
  • Provides comparative models of excellent and flawed call management
  • Legal chapter providing guidelines for safe practice
  • Adaptable for individual or group training, with or without Continuing Education Units

Managers: This training package is also a 30 CE hour Telehealth CE program

Also see Ms. Wheeler’s 5-Tier Telephone Triage Guidelines for Adults and Pediatric School Age and Infant-Child Populations

Buy the book

View all books by Sheila Wheeler on Amazon.com