Telephone Triage vs Face-to-Face Triage

Overview of Differences

Shawn asks Mark about the differences between telephone and face-to-face triage:

• Telephone Triage Skills: Requires advanced practitioner skills including prescribing.
• Communication Challenges: Relies on verbal cues from the patient.
• Key Steps in Telephone Triage:
  • Introduce yourself and explain the purpose.
  • Obtain consent and confirm patient details.
  • Gather comprehensive information about the patient's condition.
  • Focus on the main complaint to assess urgency.
  • Discuss treatment options and safety netting.
  • Document thoroughly and ensure patient understanding.

Compensating for Non-Verbal Communication

Mark discusses compensating for lack of non-verbal cues in telephone triage:

• Utilizing Support: Engage others in the patient's environment for observations.
• Encouraging Patient Actions: Direct patients to perform self-assessments or use technology for visuals.
• Technological Support: Use video conferencing or secure photo sharing for better assessment.
• Physical Observations: Guide patients to provide auditory or visual clues if possible.

Imagination and Differential Diagnoses

Mark and Shawn discuss the challenges of imagination and differential diagnoses in telephone triage:

• Imagination and Assessment: Requires envisioning patient environments and conditions.
• Comprehensive Assessment: Consider multiple possibilities and ensure thorough assessment.
• Ensuring Patient Safety: If unsure, arrange for face-to-face consultation for a complete assessment.

Telephone triage demands skill and adaptability to effectively assess patients remotely, ensuring safety and appropriate care planning.