Ambulatory Oncology Nurses Making the Right Call: Assessment and Education in Telephone Triage Practices

Gleason, Karen; O'Neill, Eileen Brennan; Goldschmitt, Jennifer; Horigan, Jennifer; Moriarty, Linda

doi:10.1188/13.cjon.335-336

Cited by 15 publications

(17 citation statements)

References 2 publications

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“…Dependent on speech and delimited nonverbal communication like breathing and vocal pitch, the HCPs endeavoured to identify patients in serious condition and to reach a mutual understanding of the patient's problem without the ability to use all their senses, which in other studies is essential for a clinical decision-making (15,16). Moreover, the HCPs in our study were aware that callers could find it hard to articulate their concerns and occasionally hid them behind verbal hints.…”

Section: Discussionmentioning

confidence: 94%

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Managing the absent clinical eye in calls to an oncological emergency telephone – a focus group study

Pedersen

Jacobsen

Jørgensen

2020

Scandinavian Caring Sciences

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Managing the absent clinical eye in calls to an oncological emergency telephonea focus group study Background: Telephone consultations are common in supporting patients and caregivers in managing symptoms from cancer diseases and side effects from cancer treatment. In connection with telephone consultations, it may be a challenge that healthcare professionals have to rely on their auditory sense alone when they assess whether the problem can be solved over the telephone, or whether patients need an examination face to face. Objective: To explore how healthcare professionals identify patients' essential concerns and assess serious conditions in calls to an oncological emergency telephone without face-to-face contact. Methods: From a phenomenological-hermeneutical frame of reference, the analysis of three focus groups with a total of 16 healthcare professionals was guided by content analysis. Ethics: The study follows the ethical guidelines for research. Results: Two themes emerged. To identify patients in serious conditions, healthcare professionals kept focus on: (1) 'Reaching a mutual understanding without the clinical eye'. Before making a decision regarding a face-toface examination, the healthcare providers were as follows: (2) 'Listening to an inner voiceattention on clues and signs'. Limitations: The transferability of the findings is limited to healthcare professionals who perform telephone-mediated care in a team of nurses and physicians. Conclusion: Staying open for diverse perspectives and integrating nonanalytical as well as analytical illness scripts, healthcare professionals were able to identify patients that needed further examination face to face.

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Section: Discussionmentioning

confidence: 94%

“…In general, the nature of the patient's problem is assessed by using senses such as seeing, hearing, touching and smelling (15,16). In telephone consultations, HCPs have to rely on auditory cues.…”

Section: Introductionmentioning

confidence: 99%

Managing the absent clinical eye in calls to an oncological emergency telephone – a focus group study

Pedersen

Jacobsen

Jørgensen

2020

Scandinavian Caring Sciences

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“…45, No. 2,2022 Ciccolini et al was followed from inception to dissemination of the project findings (Figure 1).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

“…1 Nurses perform a critical role in telephone triage as they are often the first point of contact and are responsible for proper symptom assessment, management, and subsequent communication with a licensed independent practitioner. 2 Three well-established models have been identified to guide nursing practice, including (1) onset, location, duration, characteristics, aggravating factors, relieving factors, timing, and severity (OLDCARTS), (2) SBAR, and (3) the nursing process. The pneumonic OLDCARTS is a structured approach to eliciting a patient history or history of present illness and conducting a physiologic assessment of the patient's complaint.…”

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confidence: 99%

Oncology Nursing Telephone Triage Workshop

Ciccolini

Spaulding

Boyde³

et al. 2021

Cancer Nurs

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BackgroundOutpatient oncology nurses are responsible for symptom assessment/management and care coordination during telephone triage. Nursing telephone triage interventions can improve patient outcomes and clinical efficiency. Therefore, the lack of education and training in telephone triage can greatly impact patient care.ObjectiveUsing a prospective pretest/posttest design, we sought to determine if a telephone triage educational workshop would improve oncology nurses’ knowledge, confidence, and skill over 12 weeks.Intervention/MethodsThe educational intervention incorporated an online didactic lecture, group case scenario, and feedback on a virtual triage simulation. Evaluation was conducted before and after the intervention through an online, 13-item survey (knowledge and confidence) and simulation utilizing a 56-item checklist (skills).ResultsThirteen oncology nurses were enrolled; 54% did not have telephone triage experience before this job. A total of 12 participants completed the workshop. From pretest to posttest, there was a median 1.0 out of 5.0 (interquartile range, 2.8) improvement in confidence (P = .008) and a 26.3% (interquartile range, 15.2) improvement in skills (P = .002). There was no difference in knowledge scores from pretest to posttest (P = .11).ConclusionsThis workshop was associated with an improvement in oncology nurse confidence and skill, using telephone triage models. It benefits an existing process within the outpatient center and it highlights a new educational strategy that may optimize nursing practice and improve patient care and experience.Implications for PracticeThis workshop contributes to existing evidence of telephone triage models and nursing education. The findings can guide future research, nursing orientation, and educational activities within the field of nursing and telehealth.

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“…Gleason et al .,[ 8 ] performed an educational needs assessment of nurses to develop strategies for educating and improving telephone triage skills. The authors found that standardization of triage practice and improvement of triage effectiveness could enhance the nurse-patient relationship, effective continuity of care to the patient, reduce inappropriate appointments and hospitalizations, and reduce the risk of medical complications related to delays in care.…”

Section: Strategies For Ttmentioning

confidence: 99%