Telephone Triage Protocols for Nurses

Assess the nature and severity of callers' symptoms quickly and confidently, with Telephone Triage Protocols for Nurses, 6th Edition. More than 200 alpha-organized protocols address a wide range of symptoms, disorders and medical emergencies, while the flow chart format leads callers to provide vital Yes or No answers to appropriate questions.

This comprehensive manual - a must-have for nurses both new and experienced - offers accurate care recommendations even when client information is limited.

Follow expert direction and make quick, accurate assessments ...

NEW and updated protocols offer current best practices and reflect changes in access to medications and health care
Protocols address adult, pediatric, geriatric, maternal/child, home health concerns, current health issues, and communicable disease outbreaks
NEW protocols include arthritis, chronic obstructive pulmonary disease (COPD), elder abuse, stroke symptoms, and Zika virus
Post-operative conditions and considerations have been added to numerous protocols
Expanded appendices include altered mental status, PTSD, suicide prevention, and emergency preparedness
Alpha-organized protocols help you quickly locate topics by symptom or condition
Table of contents by body system helps you quickly locate topics by body system, body part or set of related symptoms
Peer-reviewed by nursing experts
Easy-to-follow question-asking flow chart - Yes or No answers lead to specific care recommendations
Ideal guidance for all nurses, particularly those in triage and ambulatory practice
Sorts life-threatening problems from those not requiring physician or emergency care
Increases consistency of advice and documentation
Nurse Alerts - help the nurse identify potentially life-threatening conditions related to the symptoms and provides additional information to consider when choosing a protocol or triaging the caller's concern
Symptoms alpha-organized and grouped by level of urgency, addressing injuries, trauma, pain, swelling and other symptoms for:

Body part problems
Body system problems
Chronic and infectious diseases
Behavioral problems
Pediatric-specific problems
Maternal/obstetric specific problems or conditions


Sections under every symptom or condition include:

Key Questions to ask caller
Other Protocols to Consider
Reminder - what to note for proper documentation
Assessment - Yes or No questions to determine the urgency of symptoms or conditions
Actions - clear direction following Yes or No answers to questions
Immediate actions - proven protocols that refer caller to emergency, physician, or at-home care instructions
Home Care Instructions - comprehensive actions to take before emergency care, before appointment, or at-home care
Emergency Instructions - in-the-moment first aid
Report the Following Problems - what caller should tell their personal or ER physician
Seek Emergency Care Immediately - if certain symptoms occur
Reminder to determine if caller agrees with the advice provided and if not, reevaluate


Must-have resource for medical offices, clinics, schools, community referrals, emergency departments, urgent care centers, home health agencies and managed healthcare providers


About the Author

Julie Briggs, RN, BSN, MHA, has an extensive background in Emergency Nursing, Management, Telephone Triage, Emergency Preparedness, Utilization Review and Quality Management. She is currently providing consulting and training services. She has been employed by Providence Health and Services in Portland, Oregon for the past 15 years in the capacity of Medical Management RN Care Coordinator and as the Manager of the Emergency Department at Providence St. Vincent Medical Center. Additionally, she served in the role of Director for multiple units including the Emergency Department, Critical Care, Cardiac Cath Lab, Ambulatory Care, and Radiology for 13 years at Good Samaritan Medical Center in Puyallup, Washington. She has authored numerous books in Telephone Triage, Emergency Nursing Triage, and Homemaker/Home Health Aide Training.