In telephone triage, the
plan must be collaborative. It
is important to keep in mind
that once the patients/callers
hang up the phone, they will
do precisely what they want
to do, regardless of the best
wishes of the nurse. Therefore
it is critical that the nurse thoroughly investigate the prevailing
circumstances with the patient, identifying key factors
that are important, and developing a plan of care that is
acceptable to the patient. This often requires a process of
negotiation, supported by patient education. It is incumbent
upon the nurse to act in the patient’s best interest and develop
a plan of care that assures patient safety and that the
patient is likely to follow. Collaboration is often necessary
with other members of the health care team, as well.
Although not required to "cover" the actions of the nurse, it
is recommended that providers review the triage note and
plan of care in a timely fashion (e.g., by the end of the day).
This is also important because providers have a right and a
responsibility to know what is going on with their patient.