{"id":34633,"date":"2022-01-10T12:32:27","date_gmt":"2022-01-10T17:32:27","guid":{"rendered":"https:\/\/answerstat.com\/?p=34633"},"modified":"2022-12-12T15:49:04","modified_gmt":"2022-12-12T20:49:04","slug":"difficult-telehealth-triage-calls","status":"publish","type":"post","link":"https:\/\/answerstat.com\/article\/difficult-telehealth-triage-calls\/","title":{"rendered":"Seven Difficult Telehealth Triage Calls a Nurse Should Be Prepared to Take"},"content":{"rendered":"
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\"TriageLogic\"<\/figure><\/div>\n\n\n

By Ravi K. Raheja, MD<\/h2>\n\n\n\n

During trying times it isn\u2019t surprising for telehealth triage nurses to see an increase in difficult calls. When we say difficult, we refer to those that are either: about cases of abuse or neglect; from unauthorized callers; about chronic ailments or repeat callers; about complicated medical or psychosocial issues; from callers who are excessively worried, anxious, or angry; and from callers who are hard to understand or communicate with. <\/p>\n\n\n\n

Like all areas of effective nurse triage, there are ways to handle each of these calls effectively so that patients receive the proper dispositions for care. Here\u2019s a breakdown of each type, and the best ways for triage nurses to handle them. <\/p>\n\n\n\n

1. Abuse and Neglect<\/strong><\/h2>\n\n\n\n

When telehealth triage nurses receive calls about these concerns, they must gather as much information as possible, often using open-ended questions, especially when these calls are about children. In the US alone, approximately five children die a day because of abuse and neglect. <\/p>\n\n\n\n

Nurses must remain professional and empathetic, as this will improve their chances of obtaining that information and determining if anyone is in immediate danger. If the call is about a child, nurses will also determine whether the patient\u2019s physician should be informed to provide additional instructions, both for the child\u2019s immediate care and for the next steps regarding their situation.<\/p>\n\n\n\n

2. Unauthorized Callers            <\/strong><\/h2>\n\n\n\n

Some individuals call a triage line to ask about a patient whom they are neither directly related to nor have received permission by that patient to receive information about their health. How a triage nurse responds will depend on the specifics of the call.<\/p>\n\n\n\n

For instance, friends and relatives who are taking care of a pediatric patient may be treated the same as though they are the patient\u2019s guardians. But if someone calls to ask only for information about that child\u2019s health, that caller must be referred to the patient\u2019s actual parents.<\/p>\n\n\n\n

In some cases, it may be a child who phones the triage line directly. If this is the case, the best way to handle this call is to encourage the child to hand the phone over to an adult for further discussion.<\/p>\n\n\n\n

3. Chronic Ailments and Repeat Callers<\/strong><\/h2>\n\n\n\n

There will be times when callers need extra reassurance about their medical concerns. Others may have medical conditions that are not easy to identify. Each deserves the appropriate level of empathy and attention.<\/p>\n\n\n\n

For example, patients who call back about the same concern within twenty-four hours are often known as acute callers. In such cases, it is imperative that nurses make sure to use reflexive listening to talk about those health concerns and encourage the patient to seek the most appropriate level of care\u2014whether that care is at home, from their physician, or at the ER. If no serious issue presents itself based on reported symptoms, the nurse should console the patient and encourage them to make an appointment with their doctor.<\/p>\n\n\n\n

4. Medical and Psychosocial Concerns<\/strong><\/h2>\n\n\n\n

Calls that fall into this area of healthcare often rely on three solutions.<\/p>\n\n\n\n

If they\u2019re found to be minor or acute medical concerns, triage nurses rely on the appropriate protocols. If the caller\u2019s concerns are chronic, nurses must follow specific guidelines from the physician\u2019s practice or the applicable protocols.<\/p>\n\n\n\n

In situations where guidelines or protocols are either not available or do not cover the issue at hand, the nurse must contact the physician directly to get further instruction. If that physician is not available, the nurse may determine that the best course of action is to encourage the caller to seek advice and care from the closest ER.<\/p>\n\n\n\n

5. Excessively Anxious or Angry Callers<\/strong><\/h2>\n\n\n\n

People are at their worst when they\u2019re scared, sick, tired, or hungry, so it\u2019s no surprise when their health influences one or all these factors. That\u2019s why triage nurses must always use compassion to diffuse any heightened tension from an angry caller, gain the caller\u2019s trust and understanding, and encourage the caller to follow their instructions. Effective telehealth triage nurses should:<\/p>\n\n\n\n

Listen:<\/strong> They focus on what the caller is saying, don\u2019t talk over the caller, and ask them to clarify when necessary.<\/p>\n\n\n\n

Relate<\/strong>.<\/em><\/strong> They show empathy to the caller\u2019s situation. A caller wants to feel heard and understood, so nurses can offer condolences about the confusion the caller may be experiencing, the situation the caller is in, or the caller\u2019s feelings about it.<\/p>\n\n\n\n

6. Propose an Action Plan<\/strong><\/h2>\n\n\n\n

The triage nurse should lay out instructions on what type of care the caller should seek, whether customized instructions from a physician\u2019s practice or based on triage protocols. Nurses should use comforting terminology to remind the caller that they are there to help. <\/p>\n\n\n\n

Some examples include:<\/p>\n\n\n\n