A nurse is doing telephone triage in a healthcare facility. What is a duty of this nurse?
A) Make appointments with physicians for elderly clients who call.
B) Provide suggestions to clients who require assistance in a procedure.
C) Sort calls and decide which is to be referred to emergency services.
D) Set up individual protocols to follow when assessing a call during triage.
C
Feedback:
A nurse doing telephone triage should sort the calls and decide which has to be referred to appropriate emergency services. If the calls do not require emergency assistance, they should be referred to appropriate physicians. The nurse should not provide suggestions to the caller on any of the procedures he or she should follow. A nurse doing telephone triage should find out if the elderly client who is calling needs immediate assistance or can visit the physician on a future appointment rather than providing an appointment. The healthcare facility sets up protocols for nurses doing telephone triage, and all nurses should follow the protocols to assess calls during triage. Nurses should not set up individual protocols for telephone triage.
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