The opening of a triage call should be structured and consistent. Although every conversation is unique, using a standard opening helps create a smooth and professional consultation.
Remember that triage is not about reading from a script. Listen carefully to what the patient or caller tells you and adapt your questions accordingly. A structured approach provides consistency while still allowing you to respond to the patient’s individual situation.
When answering the telephone, always use the same opening.
For example: “Good morning / Good afternoon / Good evening. You are speaking with <your name>, <your role>. How can I help you today?”
Phase 1 – intake
Once you have introduced yourself, carefully listen to the caller’s response before asking further questions.
Consider the following.
Who is calling?
- Are you speaking to the patient?
- Is a family member, friend, or healthcare professional calling on the patient’s behalf?
- Has the caller introduced themselves?
- Do you already know the patient’s name?
What can you observe?
Even before you begin asking questions, you can gather valuable information.
Pay attention to:
- How does the caller sound?
- Does the patient sound breathless, confused, distressed, or in pain?
- Can you hear emotion in the caller’s voice?
- Is there any background noise, such as other people, a television, or traffic?
- Has the caller already explained the reason for calling?
- What information can already be documented in the triage information system?
After listening to the caller, continue with the ABCD assessment and the patient’s clinical presentation.
If you suspect a high-urgency situation, interrupt the conversation if necessary and immediately begin the ABCD assessment.
Can the Patient Speak for Themselves?
One of the first questions during telephone triage is whether the patient can speak directly with you.
If the patient is not on the telephone, ask whether they are able to come to the phone.
If this is not possible, determine the reason.
Possible reasons include:
- Young age
- Language barrier
- Hearing impairment
- The patient is too ill to speak
- Reduced level of consciousness or unconsciousness
- Intellectual disability
- Palliative or terminal care
Listen Beyond the Conversation
During the opening phase, do not only listen to the person speaking.
Also pay attention to what you hear in the background.
For example:
- Background noise
- Family members or other people present
- Television or radio
- Indoor or outdoor environment
These observations may provide important clues about the patient’s condition or surroundings.
Conducting a Structured Triage Consultation
A structured consultation begins with a consistent introduction.
For example:
“Good morning / Good afternoon. You are speaking with <your name>. St. Eustatius Health Care Foundation. How can I help you today?”
Ending your introduction with “How can I help you today?” will usually reveal the patient’s request for help.
Use transition statements to guide the conversation naturally.
For example:
- “I’m going to ask you a few questions so I can determine the best way to help you.”
- “I’ll ask you several questions to assess your situation.”
- “Can you tell me about your symptoms?”
Whenever possible, allow the patient or caller to finish speaking. Only interrupt if you suspect a high-urgency situation that requires immediate assessment.
Maintain Structure Throughout the Consultation
Maintaining a structured approach throughout the consultation is one of the most important skills in telephone triage.
By following the same sequence during every consultation, you reduce the risk of overlooking important information. A consistent structure also ensures that you collect all the information needed to determine the appropriate urgency level and, if necessary, hand over the patient safely to another healthcare professional.
