Official Course Description: MCCCD Approval: 07/22/08
NCE211 19972-20086	LEC	0.50 Credit(s)	0.50 Period(s)
Telephone Triage in Nursing
The role of the telephone triage nurse. Steps and procedures followed during telephone triage. Specific triage interventions, patient counseling and communication skills. Evaluation of telephone triage system. Prerequisites: Registered Nurse (RN) or Licensed Practical Nurse (LPN) or permission of Instructor.

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MCCCD Official Course Competencies:
NCE211   19972-20086	Telephone Triage in Nursing

1.	Define and explain the role of the telephone triage nurse. (I)
2.	Describe the steps followed in telephone triage and the nursing process. (II)
3.	Identify and describe triage interventions for specific medical conditions and situations. (III)
4.	Describe how effective risk management strategies may reduce medical-legal liability in telephone triage. (IV)
5.	Demonstrate effective communication skills utilized during telephone triage. (V)
6.	Describe a protocol for responding to crisis call. (VI)
7.	Describe the evaluation process that is utilized to measure effectiveness of telephone triage. (VII)

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MCCCD Official Course Outline:
NCE211   19972-20086	Telephone Triage in Nursing

I. Triage Nurse A. Triage nurse role B. Challenges II. Triage and the Nursing Process A. Assessment B. Formulating a diagnosis C. Treatment recommendations D. Evaluation E. Documentation III. Triage Interventions A. Adult medical problems B. Pediatric and obstetric problems C. Behavioral D. Medication advice E. Red flags IV. Legal Implications of Telephone triage A. Risk management strategies B. State laws C. Legal implications V. Communication Skills A. Phone etiquette B. Listening skills VI. Crisis Call Protocol A. Vital information B. Medical assessment C. Patient interactions D. Emergency action E. Nursing decisions F. Follow-up plan

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