Telephone triage

Nurses frequently provide advice and education over the phone. Telephone triage is an area of potential litigation for the nurse. Information must be clear, concise, and accurate. The nurse needs to ascertain that the patient understands the instructions provided and feels free to ask questions and receive clarification of any information that is confusing. Documentation needs to describe the nursing process of data collection, planning, intervention, and evaluation. In this way, patients will receive quality information that allows them to manage symptoms at home, understand when medical interventions are necessary, and avoid unnecessary delays in care. Telephone triage is an integral part of oncology care that covers a broad range of activities, including symptom management, medication renewal, coordination of care, education, and psychosocial support. As telephone triage becomes more "high risk, high volume," nurses must review the triage process used in their clinical settings. Areas to discuss and delineate include differentiation between medical, nursing, and secretarial responsibilities; technical support systems and access; documentation guidelines; telephone triage protocols; staff education; and patient satisfaction (Nauright, Moneyham, & Williamson, 1999).