In a phone triage setting, I prioritize patient calls based on the urgency of their symptoms and medical history. I use established protocols to assess the severity of their condition, ensuring that life-threatening issues are addressed immediately. For less urgent cases, I provide appropriate advice and schedule follow-ups as needed. Clear communication and documentation are key to ensuring patient safety and continuity of care.

When dealing with an upset or anxious patient, I remain calm and empathetic, actively listening to their concerns. I validate their feelings and provide reassurance while focusing on gathering necessary information to assess their condition. By maintaining a professional and compassionate tone, I aim to de-escalate the situation and guide them toward the appropriate next steps, ensuring they feel heard and supported.

Accurate documentation is critical in phone triage. I carefully listen to the patient’s concerns, ask clarifying questions, and record all relevant details, including symptoms, medical history, and advice provided. I use standardized templates and protocols to ensure consistency and completeness. After the call, I review my notes for accuracy and update the patient’s electronic health record promptly to maintain continuity of care and support other healthcare providers.

I stay updated on medical guidelines and protocols by regularly reviewing resources from reputable organizations like the American Nurses Association and attending relevant training sessions or webinars. I also participate in continuing education courses and collaborate with colleagues to share knowledge. Staying informed ensures I provide evidence-based care and adhere to the latest standards in phone triage practice.

During a phone triage call, a patient reported chest pain and shortness of breath. Recognizing these as potential signs of a heart attack, I asked targeted questions to assess their symptoms and medical history. I advised them to call 911 immediately and stay on the line until help arrived. My quick assessment and adherence to protocols ensured the patient received timely emergency care, highlighting the importance of vigilance in phone triage.