Telephone triage is complex, potentially high risk, and full scope practice. Organizational support, formalized training, practice standards, and most importantly, nurses who incorporate critical thinking and clinical judgement are necessary to deliver appropriate care advice. This module introduces telehealth concepts with a focus on telephone triage nursing practice and explains what it is and what it is not. The right mindset is essential to practice safely.

Learning Outcome:

Upon completion of this module, the learner will be able to explain telephone triage as it relates to professional nursing and telehealth.

Activities Included:

Pre-Assessment Questions, Handout, & References

Lesson 1: Telephone Triage - Essentials of Safe Care

Telephone Triage Readings

Test Your Knowledge: Telehealth Terms

Lesson 2: Triage vs. Non-Triage Telephone Encounters

4 Reasons Why Telephone Triage is Important

Test Your Knowledge: Triage vs. Non-Triage

Essential Elements of Telephone Triage

Test Your Knowledge: Critical Thinking and Clinical Judgment

Critical Thinking and Clinical Judgment

Collaboration and Continuity of Care

Organizational Necessities

Lesson 3: Misconceptions Part I

Shared Misconceptions

Misconceptions: Part II

Key Learning Points

Nursing Continuing Professional Development Contact Hour Evaluation