The Art and Science of Telephone Triage: How to Practice Nursing Over the Phone

Based on current practice, nursing theory, research and experience, these authors present a balanced, common-sense, reality-based approach to the practice of telephone triage nursing. This book is a must-read for everyone working in the fields of ambulatory care and telehealth nursing, from manager to educator or front-line nurse. Physicians, administrators and others involved in the provision of care over the telephone will also find this an invaluable resource in understanding the practice of telephone triage nursing. This book has been endorsed by the American Academy of Ambulatory Care Nursing (AAACN).TABLE OF CONTENTSForeword Introduction 1. Telephone Triage as a Vehicle for Nursing Care in the 21st Century2. The Origin and Evolution of Telephone Triage3. Misconceptions about Telephone Triage4. Telephone Triage as Professional Nursing Practice5. Nursing Regulation and Scope of Practice6. Models Directing the Practice of Telephone Triage7. Decision Making in Telephone Triage8. Clinical Practice Part I: The Patient Interview9. Clinical Practice Part II: Dealing With Challenging Situations10. Clinical Practice Part III: Patient Assessment11. Clinical Practice Part IV: Use of Decision Support Tools and Documentation12. Risk Management and Common Pitfalls in Telephone Triage13. Quality in Telephone Triage14. Program Design and Implementation Part I: Organizational Culture and Staffing15. Program Design and Implementation Part II: Access, Call Flow, and Policy Development 16. Best Practices17. Frequently Asked QuestionsEpilogue: The Future Is Now Appendix A: Boards of Nursing Survey Regarding Nursing Regulation and Scope of Practice in Telephone Triage Appendix B: Telephone Triage Policy Manual Outline Index