WHAT IS TELEPHONE TRIAGE? Telephone triage is a complex process by which trained clinicians identify a patient’s problem, estimate the level of urgency, and render advice to the patient over the phone (Huibers et al., 2011).Telephone triage, however, does not involve making diagnoses—nursing or medical—by phone (Lephrohon & Patel, 1995; Perrin & Goodman, 1978).

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