Telephone Triage Consulting, Inc.
Telephone Triage Consulting, Inc. (TTC), owned and operated by Carol Rutenberg, MNSc, RN-BC, C-TNP, provides telephone triage training and consultative services to doctor’s offices, clinics, call centers, military facilities, home health agencies, college health units, emergency departments, urgent care centers and other practice settings interested in developing or improving their Telephone Triage services.
Telephone Triage is here to stay. As long as our patients have telephones and we continue to answer them, we’ll be doing Telephone Triage. We can do it wrong, but we can’t NOT do it. Carol’s informative continuing education seminars and on-site consultation will help you identify the “How To’s” of providing legally sound, low-risk Telephone Triage services to your patients.
The provision of nursing care over the telephone (and patient portal) has become a routine part of the day of an ambulatory care nurse. However, many, if not most, RNs have never had formal training in this high-risk practice. These seminars are designed to provide insight and direction in the practice of telephone triage.
One-Day Seminars: TELEPHONE TRIAGE - How to Practice Nursing Over the Phone
This one-day seminar is designed for RNs performing telephone triage in the ambulatory care setting. The primary emphasis of the day will be on the clinical practice of telephone triage. We will define telephone triage, discuss misconceptions about this practice, and debunk elements of conventional wisdom about telephone triage. Standards will be described, as well as clinical pitfalls that inform the basic skill set for the telephone triage nurse. Critical thinking and decision making in uncertain conditions will be discussed. Practical skills including patient assessment over the telephone, interviewing, documentation, and appropriate use of decision support tools will round out the day. Principles of risk management in telephone triage will be incorporated throughout the seminar.
Two-Day Seminars: TELEPHONE TRIAGE AS PROFESSIONAL NURSING PRACTICE - Improve Quality and Reduce Risk
The two-day seminar incorporates a more thorough discussion of topics offered in the one-day seminar, especially in the areas of decision making and critical thinking, using real-life examples to illustrate. When bad outcomes occur, they are more often related to poor program design than nurse competency. Content is offered to highlight and address the elements of organizational program design that, if not properly executed, can negatively impact or thwart the delivery of high-quality, safe patient care, increasing the risk not only to the patient, but further exposing the nurse and the organization to liability. The emphasis of the day will be on professional nursing practice and on patient safety and risk management in telephone triage.
Kathy Koehne, DNP, RN-BC, C-TNP
Nationally Recognized Telephone Triage Expert, Speaker, Author
This Continuing Nursing Education activity was approved by the Midwest Multistate Division, an accredited approver by the American Credentialing Center’s Commission on Accreditation.
Carol Rutenberg, MNSc, RN-BC, C-TNP
President / Owner
(office, central time zone)