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 CONTENTS Foreword Introduction 1. Telephone Triage as a Vehicle for Nursing Care in the 21st Century 2. The Origin and Evolution of Telephone Triage 3. Misconceptions about Telephone Triage 4. Telephone Triage as Professional Nursing Practice 5. Nursing Regulation and Scope of Practice 6. Models Directing the Practice of Telephone Triage 7. Decision Making in Telephone Triage 8. Clinical Practice Part I: The Patient Interview 9. Clinical Practice Part II: Dealing With Challenging Situations 10. Clinical Practice Part III: Patient Assessment 11. Clinical Practice Part IV: Use of Decision Support Tools and Documentation 12. Risk Management and Common Pitfalls in Telephone Triage 13. Quality in Telephone Triage 14. Program Design and Implementation Part I: Organizational Culture and Staffing 15. Program Design and Implementation Part II: Access, Call Flow, and Policy Development 16. Best Practices 17. Frequently Asked Questions Epilogue: 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