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Telephone triage: an Irish view.

¹Emergency Department, St. James Hospital, Dublin 8, Ireland. trionafortune@eircom.net

Accident and Emergency Nursing

|January 5, 2002

Summary

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Implementing telephone triage in emergency departments requires formal protocols, staff training, and accurate documentation for success. This study reviews international literature to guide policy changes for effective telephone triage implementation.

Area of Science:

Emergency Medicine
Healthcare Management

Background:

Telephone triage in emergency departments (EDs) is a growing practice.
An initial attempt at formal telephone triage in an Irish ED failed due to insufficient research and low staff motivation.

Purpose of the Study:

To investigate the benefits and recommended practices for implementing telephone triage in a busy ED.
To inform policy and practice changes for successful telephone triage adoption.

Main Methods:

Literature review of international studies on telephone triage.
Analysis of positive and negative aspects of telephone helplines in healthcare.

Main Results:

International literature suggests telephone triage can be successful.

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Key recommendations include the use of formal protocols, comprehensive staff training, and meticulous documentation.

Conclusions:

Successful implementation of telephone triage necessitates structured protocols and adequately trained staff.
Addressing past failures through thorough research and motivation is crucial for future success in ED settings.