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Occupational HealthWellbeing

Beware the dangers of telephone triage

by Personnel Today 1 Sep 2005
by Personnel Today 1 Sep 2005

 Maureen Duff, a research fellow at the University of Stirling, said telephone triage and client assessment has become more popular with many nurses, including those in OH.

Telephone triage has been described as caring for patients with your hands behind your back wearing a blindfold, Duff said, and you must rely on your verbal and listening skills.

She told delegates that they had to be aware that telephone triage raises many legal issues, particularly those of accountability. Practitioners must always be sure to document all the information and advice given to clients over the phone as the Nursing and Midwifery Council has stated, ‘if it is not documented it is not done’.

Duff advised that when unsure of the health implications (for instance, someone with unexplained stomach pains could have a gastric condition or something more sinister), include a clause such as, “if you’re not feeling better, call me back in an hour”.


Personnel Today
Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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