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The Fine Art of Telephone Triage: A Continuing Education course

The Fine Art of Telephone Triage: A Continuing Education course

The Fine Art of Telephone Triage: A Continuing Education course

on behalf of Teletriage Systems

$150.00 $ 150.00 $ 150.00

$150.00 $ 150.00 $ 150.00

$ 150.00 150.00 150.00
150.00 $ 150.00 150.00 150.00
Normal Price: $150.00 $150.00


Launch date: 27 Mar 2017
Expiry Date:

Last updated: 06 Sep 2018

Reference: 175931

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The “Fine Art of Telephone Triage”, first taught in 1984, is based on the classic training manual, Telephone Triage: Theory, Practice and Protocol Development. Ms. Wheeler presents an updated, evidence-based and customized seminar and workshop on the essentials of telephone triage. Managers will receive a high-quality self-study or training of trainer program with optional 30 CE hours for all staff.

Regardless of what type of guidelines or protocols your facility uses, our Day One of Telephone Triage Training serves as a clinical training program for any medical call center; office, hospital, HMO, or clinic. It provides an introduction to the world of telephone triage for the novice as well as an update for the experienced practitioner. It covers the current healthcare environment including the impact of managed care on telephone triage. It is available on-site or off-site.

Utilizing medical evidence where possible, clinicians are introduced to the field of telephone triage and the nursing process. In addition to addressing the common pitfalls and practice guidelines, participants will learn how to effectively elicit critical information to obtain a patient and problem history. Participants will practice prioritizing, using guidelines and documentation. Course lectures and discussions focus on the “red herrings” (potential distracters), “red flags” (alarm signals), and “rules of thumb” (common axioms or pearls used by experts to make decisions.) The final exercise will be an analysis and critique of audiotaped case studies from the perspective of evidence-based and standards-based practice.


Upon successful completion of The Fine Art of Telephone Triage, participants will be able to:
1. Define three major trends in telephone triage
2. Define three major practice pitfalls, risk management areas and remedies for each
3. Apply concepts of evidence-based and standards-based practice
4. Define key documentation requirements
5. Analyze and critique 4-5 audiotaped case studies

Author Information Play Video Bio

on behalf of Teletriage Systems

In addition to being the Founder of TeleTriage Systems, Ms Wheeler has achieved international recognition as a pioneer and expert in telephone triage. She is an accomplished writer, educator, expert witness, researcher and previously developed decision support guidelines with two different software companies.
Ms. Wheeler provides consultation and training to military and governmental organizations, physician offices, clinics, urgent care and emergency departments, HMO call centers and student health centers. She has served as an expert witness in telephone triage since 1995.
Ms Wheeler’s clinical background spans over 30 years, and includes critical care, emergency department and clinic settings. Ms. Wheeler has recent experience as a front-line telephone triage practitioner in a clinical call center in San Francisco.
Ms. Wheeler is the author of Telephone Triage: Theory, Practice, and Protocol Development as well as Telephone Triage Protocols for Adult and Pediatric Populations. She has written for Nursing 97, Journal of Emergency Nursing, and has lectured internationally. She is the founder and chairperson of “Telephone Triage: Essentials for Expert Practice, the first annual, multi-site, national clinical conference on telephone triage from 1994 to 2003. Please click this link to hear Ms. Wheeler’s recent presentation “To Err is Human, To Delay is Deadly” at the 2015 AAACN conference.

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This course has been certified by or provided by the following Certified Organization/s:

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