Provide patient with emergency contact information if necessary
14
Arrange for immediate care if required
15
Inform patient about self-care procedures if applicable
16
Brief patient on next steps
17
Update patient's medical records
18
Close triage call
19
Evaluation and quality assurance check
20
Approval: Nurse Manager for Quality Assurance
Receive incoming patient call
Answer incoming calls from patients requesting medical advice or assistance. This task is the first step in the nursing telephone triage process and sets the foundation for the entire workflow. It is crucial to establish clear communication and make patients feel heard and understood. Ensure that patients feel comfortable sharing their symptoms and concerns.
Verify patient information
Confirm the patient's identity and collect relevant personal details such as name, date of birth, and contact information. This step helps maintain accurate patient records and prevents any confusion or mix-ups in the future. Make sure to provide clear instructions on how patients can verify their information.
Understand patient's symptoms
Listen attentively to the patient's description of symptoms, asking clarifying questions to gain a comprehensive understanding. Sensitive questioning and active listening skills are key in accurately assessing the patient's condition. Encourage patients to express their symptoms in detail and reassure them of their importance in guiding appropriate care.
Record patient's symptoms
Document the patient's symptoms using clear and concise language. This information will serve as a reference for further assessment and treatment planning. Emphasize the importance of accurate symptom recording to ensure effective care and minimize potential errors.
Review patient's medical history
Review the patient's medical history to identify any pre-existing conditions or relevant past treatments. This step provides valuable context and helps determine appropriate actions to be taken. Make sure to request necessary medical records from the patient or their healthcare provider.
1
Diabetes
2
Hypertension
3
Asthma
4
Allergies
5
None
Perform initial assessment
Assess the patient's overall condition based on the recorded symptoms and medical history. This step involves drawing from professional knowledge and experience to make an initial evaluation. Promptly identify any red flags or urgent issues that require immediate attention.
1
Mild
2
Moderate
3
Severe
Determine severity of symptoms
Evaluate the severity of the patient's symptoms to gauge the urgency of required care. This step includes a thorough analysis of symptom intensity, duration, and potential impact on the patient's daily activities. Accurate severity assessment helps prioritize patients and allocate appropriate resources effectively.
1
Low
2
Medium
3
High
4
Very High
Advise patient on immediate actions
Provide patients with guidance on immediate actions they should take based on the assessed severity. This includes instructions on self-care procedures or transfer to emergency services if necessary. Clarity and precision are essential in conveying information that can potentially save lives.
1
Call 911
2
Visit nearest ER
3
Take medication
4
Apply cold compress
5
None
Approval: Nurse Supervisor for Triage Conclusion
Will be submitted for approval:
Perform initial assessment
Will be submitted
Determine severity of symptoms
Will be submitted
Advise patient on immediate actions
Will be submitted
Plan follow-up care if necessary
Determine the need for follow-up care based on the severity of symptoms and initial assessment. This step contributes to effective management of patients' health by ensuring continuity of care. Clearly communicate recommended actions and next steps to patients for comprehensive treatment planning.
1
Primary Care Appointment
2
Specialist Referral
3
Continue Self-care
4
None
Inform patient about potential treatments
Educate patients about potential treatment options appropriate for their symptoms and condition. Ensure patients have a clear understanding of available treatments and their benefits, risks, and side effects. Empathize with patients and address any concerns or questions they may have.
Schedule appointment if necessary
Assist patients in scheduling appointments with appropriate healthcare providers if further evaluation or treatment is required. Provide clear instructions on how patients can access appointment booking services and emphasize the importance of following through with the scheduled appointment.
Provide patient with emergency contact information if necessary
Furnish patients with emergency contact information for immediate assistance. This step ensures patients are equipped with essential resources in case of an emergency situation. Clearly highlight emergency contacts' availability and how patients can reach them.
Arrange for immediate care if required
Facilitate the arrangement of immediate care services like ambulance dispatch or hospital admission for patients requiring urgent medical attention. Timely action is crucial in potentially life-threatening situations. Ensure clear communication with patients to manage their expectations and mitigate distress.
1
Call 911
2
Arrange ambulance
3
Admit to hospital
4
None
Inform patient about self-care procedures if applicable
Educate patients about self-care procedures to manage their symptoms at home. This step promotes patient empowerment and contributes to overall well-being. Provide detailed instructions on self-care methods, including any required medication, rest, or lifestyle adjustments.
Brief patient on next steps
Summarize the actions taken during the telephone triage process and provide patients with a clear overview of the recommended course of action. This step ensures patients are well-informed and aware of the follow-up requirements or further care options.
Update patient's medical records
Accurately update the patient's medical records with all relevant information gathered throughout the telephone triage process. This step contributes to the continuity of care by ensuring the availability of up-to-date and accurate patient data. Emphasize the importance of record maintenance for future reference and potential research purposes.
1
Symptoms
2
Medical History
3
Assessment
4
Treatment
5
Follow-up
Close triage call
Conclude the telephone triage call by summarizing the discussion and confirming any outstanding questions or concerns. Affirm the completion of the triage process and express gratitude for the patient's trust and cooperation. End the call on a positive note to leave patients with a sense of reassurance.
Evaluation and quality assurance check
Perform an evaluation of the telephone triage process to assess its effectiveness and identify areas of improvement. This step contributes to ongoing quality assurance efforts and helps refine the overall workflow. Collect feedback from patients and fellow healthcare professionals to gain different perspectives and insights.
