Common Mistakes in Medical phone triage and How to Avoid Them

Medical triage professionals play a critical role in patient care by rapid assessment of symptoms and directing individuals to the appropriate level of care. However, providing immediate care to patients is challenging if the patient has mobility issues and is residing in a remote area deprived of basic healthcare. Certain chronic conditions and workplace injuries can have extreme consequences if care is delayed and needs quick management until they reach the Emergency room.  

Medical phone triage has simplified the triaging process and offered benefits over traditional modes of triage. However, it is still evolving and is commonly subjected to mistakes and pitfalls. 

Inadequate Symptom Assessment

A medical triage professional must be well-equipped with medical knowledge and must ask relevant questions to understand the urgency of the situation. Rushing the questioning process portrays poor communication, which can be misleading for making referrals to medical care. 

A medical triage professional must stick to a standardized protocol and ask follow-up questions to clarify the symptoms.

Providing Medical Advice Beyond Scope

If triage services are led by a triage nurse or any other medical professional, there are a set of limitations that they are not authorized to overcome. A triage nurse is not allowed to make a final diagnosis or prescribe medicine. It is not advisable to suggest specific treatment based on the telephone conversation.

A medical triage professional is supposed to focus on guiding the patient towards the appropriate care based on the symptoms described. 

Prescriptions and diagnoses in medical phone triage can only be made by a licensed medical doctor.

Relying on the caller’s self-diagnosis

Relying on a patient’s self-assessment is a major red flag in medical phone triage. Patients are not well informed about medical conditions and it is not advised to accept the patient’s self-diagnosis. A triage professional must follow the standard instructions step by step and gather adequate information before making a decision. Take a detailed account of symptoms to assess correctly and avoid errors.

Poor Documentation

Medical phone triage also relies on documentation and this process acts as an asset in legal obligations as well. Failing to record accurate and key details of the call can lead to misjudgment and liabilities, which can have a negative impact on the medical case. 

Use a well-structured documentation system to record symptoms, current conditions, medical history, medical help provided, and follow-ups.

Inadequate communication Skills

Failure to communicate effectively with the patient can lead to failure of medical phone triage. Do not interrupt the patient while they are explaining the set of symptoms and, before asking the next question, let the patient finish. If the triage professional fails to listen to the patient, appropriate care can not be provided.

Another way of miscommunication is not directly conversing with the patient. In workplace injury triage, it is advisable to speak to the supervisor if the injury is severe and immediate emergency care is required.

Misjudging Caller’s Emotional State

At the time of injury, medical emergency, or any chronic condition, it is important to consider the mental state of the patient. Overlooking anxiety, fear or panic can affect their ability to communicate their condition accurately. 

A triage professional must proceed empathetically and acknowledge emotions to alleviate stress and panic. This improves the decision-making ability.

Over-reliance on Scripts

Using a standardized protocol is important to assess the symptoms accurately. However, each situation can be unique and might require special modifications. A triage professional must overly rely on the script and tailor the questions well suited to the patient’s unique needs. Use scripts as an initial guide but also try to make adjustments as and when required for a clear view of the condition.

Jumping to quick judgments:

The key to a successful medical phone triage is listening to all the details provided very attentively. The triage professional must not jump to any quick decisions based on misheard conversations. It is important to double-check all the facts with the patient to make correct referrals and provide useful guidance. In case patients are not required to visit a medical facility, a triage professional must ask the patient to repeat the instructions to check if the individual has understood everything.

Delayed Response to Red Flags:

Failure to recognize red flags such as chest pain, brain fogging, difficulty in breathing, and unconsciousness can be life-threatening for the individual. Seek immediate help from 911 and have the patient moved to emergency care at the earliest. 

Conclusion 

By avoiding these common pitfalls, medical triage professionals can enhance patient outcomes, build trust, and provide the best possible care over the phone.