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  • 1.  Phone triage

    Posted 23 days ago

    Hi i am in nursing almost 30 yrs , most of the time i provide direct pt care. i accept job in outpatient phone triage/back office 

    i  am facing some challenges on phone triage and listening  and typing  skills  same time. any idea or good classes to practice. will appreciated  

    thank you 

    Ravi 



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  • 2.  RE: Phone triage

    Posted 20 days ago
    Hi, it can be difficult to get all the information down that patient is rattling off!

    Are you on EPIC? We have a triage note smartphrase to use as a guide. I will just make notes in each section and then go back after the call "and connect everything to make sense". Also, I created a smartphrase for symptoms denied. 
    When I started, I did just make written notes of pt's symptoms and then type it up after off call.
    Don't be afraid to have them stop rattling, excuse me...let me get all of this down so I don't miss anything!

    Let me know if this makes sense and if you need any help. 

    Nicole Motley RN, BSN, CPN, CNCP III

    GC-PACT - Pediatric Triage

    Atrium Health

    nicole.motley@advocatehealth.org


     

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  • 3.  RE: Phone triage

    Posted 19 days ago

    Hello Ravinder,

    Yes, some patients are challenging to direct during phone triage. Our clinic uses Epic, but I triage without a smart phrase, just type out simple notes in the encounter. I also ask them to pause while I catch up, as Nicole suggested. I often paraphrase their concerns back to them stating, "What I heard was [...] did I get that correct?" This allows my brain to catch up and the patient to reflect or clarify. I also try to ask questions that only illicit a yes or no answer, especially when gathering info on symptoms and clinical presentation. VERY different than conversational ask open-ended questions, but necessary while I decided how to direct their care. 

    The AAACN has a phone triage course. I have not taken it, but seems like a good resource. 

    I hope this helps. Good luck on transitioning your clinical practice. 

    Best, 

    Alex Alvarado, RN 

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    Original Message


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