Contents
Table of Contents by Body System
Introduction: Practicing Telephone Triage Safely
Triage Roles and Responsibilities
Protocol Structure
Using Protocols Safely
Medical-Legal Safeguards
Tips for Practicing Safe Telephone Triage
Documentation
Strategies to Help Ensure a Quality Telephone Triage System
Protocols
Abdominal Pain, Adult
Abdominal Pain, Child
Abdominal Swelling
Abrasions
Alcohol Problems
Allergic Reaction
Altered Mental Status (AMS)
Ankle Injury
Ankle Problems
Anxiety
Appetite Loss, Adult
Appetite Loss, Child
Arthritis Problems
Avian Influenza ("Bird Flu") Exposure
Back/Neck Injury
Back Pain
Bad Breath
Bedbug Exposure or Concerns
Bed-Wetting
Bee Stings
Bites, Animal/Human
Bites, Insect
Bites, Marine Animal
Bites, Snake
Bites, Tick
Bleeding, Severe
Blood/Body Fluid Exposure
Bone, Joint, and Tissue Injury
Bottle-Feeding Problems
Breastfeeding Problems
Breast Problems
Breathing Problems
Bruising
Burns, Chemical
Burns, Electrical
Burns, Thermal
Cancer Treatment Problems
Cast/Splint Problems
Chest Pain
Chest Trauma
Chickenpox
Child Abuse
Choking
Circumcision Care
Cold Exposure Problems
Common Cold Symptoms
Confusion
Congestion
Constipation
Contact Lens Problems
Contraception, Emergency (EC)
Cough
COVID-19 (SARS-CoV-2)
Croup
Dehydration
Depression
Diabetes Problems
Diaper Rash
Diarrhea, Adult
Diarrhea, Child
Dizziness
Domestic Abuse
Drowning (Near Drowning)
Earache, Drainage
Ear Injury, Foreign Body
Ear Ringing
Ebola: Known or Suspected Exposure
Elder Abuse
Electric Injury
Extremity Injury
Eye Injury
Eye Problems
Facial Problems
Facial Skin Problems
Fainting
Falls
Fatigue
Feeding Tube Problems
Fever, Adult
Fever, Child
Finger and Toe Problems
Food Allergy, Known or Suspected
Food Poisoning, Suspected
Foot Problems
Foreign Body, Eye
Foreign Body, Inhaled
Foreign Body, Nose
Foreign Body, Rectum
Foreign Body, Skin
Foreign Body, Swallowing of
Foreign Body, Vagina
Frostbite
Gas/Belching
Gas/Flatulence
Genital Lesions
Genital Problems, Male
Glands, Swollen or Tender
Hair Loss
Hand/Wrist Problems
Hay Fever Problems
Headache
Head Injury
Hearing Loss
Heartburn
Heart Rate Problems
Heat Exposure Problems
Hemorrhoids
Hepatitis
Hiccups
Hip Pain/Injury
Hives
HIV Exposure
Hoarseness
Hospice Problems
Hypertension
Hyperventilation
Hypotension
Immunization, Tetanus
Immunization Reactions
Impetigo
Incontinence, Stool
Incontinence, Urine
Indigestion
Influenza
Insomnia
Intravenous Therapy Problems
Itching
Jaundice
Jaw Pain
Joint Pain/Swelling
Knee Pain/Swelling/Injury
Laceration
Leg Pain/Swelling
Lice
Long COVID (Post-COVID Conditions, Long-Haul COVID)
Menstrual Problems
Methicillin-Resistant Staphylococcus aureus (MRSA)
Mouth Problems
Mumps
Muscle Cramps
Neck Pain
Neurologic Symptoms
Newborn Problems
Nosebleed
Nose Injury
Numbness and Tingling
Ostomy Problems
Overdose
Pertussis (Whooping Cough)
Piercing/Pocketing Problems
Pinkeye
Pinworms
Poisoning, Suspected
Postoperative Problems
Postpartum Problems
Pregnancy, Cold Symptoms
Pregnancy, Fetal Movement Problems
Pregnancy, Hypertension
Pregnancy, Leaking Vaginal Fluid
Pregnancy, Nausea and Vomiting
Pregnancy Problems
Pregnancy, Suspected Labor
Pregnancy, Suspected Labor <36 Weeks
Pregnancy, Urination Problems
Pregnancy, Vaginal Bleeding
Puncture Wound
Rash, Adult
Rash, Child
Rectal Bleeding
Rectal Problems
Respiratory Syncytial Virus (RSV)
Reye Syndrome, Suspected
Roseola
Rubella (German Measles)
Rubeola (Measles)
Scabies
Scrotal Problems
Seizure
Seizure, Febrile
Sexual Assault
Sexually Transmitted Disease (STD)
Shingles: Suspected or Exposure
Shock, Suspected
Shoulder Pain/Injury
Sickle Cell Disease Problems
Sinus Problems
Skin Lesions: Lumps, Bumps, and Sores
Sleep Apnea, Adult
Sleep Apnea, Infant
Sore Throat
Speaking Difficulty
Spitting Up, Infant
Stools, Abnormal
Stroke, Suspected
Stye
Substance Misuse, Use, or Exposure
Suicide Attempt/Ideation
Sunburn
Swallowing Difficulty
Sweating, Excessive
Swelling
Swine Flu (H1N1 Virus) Exposure
Tattoo Problems
Teething
Tongue Problems
Toothache
Tooth Injury
Umbilical Cord Care
Urinary Catheter/Nephrostomy Tube Problems
Urination, Difficult
Urination, Excessive
Urination, Painful
Urine, Abnormal Color
Vaginal Bleeding
Vaginal Discharge/Pain/Itching
Vision Problems
Vomiting, Adult
Vomiting, Child
Weakness
West Nile Virus
Wheezing
Wound Care: Sutures or Staples
Wound Healing and Infection
Zika Virus
Appendix A: Abbreviations
Appendix B: Communicable Diseases
Appendix C: Sexually Transmitted Diseases (STD)
Appendix D: Temperature Conversion Chart
Appendix E: Weight Conversion Chart
Appendix F: Teaching Self-Assessment
Appendix G: Abdominal Pain: Causes and Characteristics
Appendix H: Chest Pain: Causes and Characteristics
Appendix I: Headache: Causes and Characteristics
Appendix J: Mental Health Challenges in Telephone Triage
Appendix K: Emergency Preparedness
Appendix L: Telephone Triage Training Outline
Appendix M: Guidelines for Scenario Practice
Appendix N: Difficult Caller Practice Scenarios
Appendix O: Quality Improvement Program
Appendix P: Resources
Bibliography
Index
