tag:blogger.com,1999:blog-68759304648693448442024-02-06T23:30:21.207-05:00The Nurse Telephone Triage BlogNurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.comBlogger56125tag:blogger.com,1999:blog-6875930464869344844.post-73857958763596533122019-12-03T14:00:00.002-05:002019-12-03T14:13:07.425-05:00Succeeding in a Career as a Telehealth Nurse<h2 style="background-color: white; box-sizing: inherit; color: #034366; font-family: "Archivo Narrow", serif; font-size: 32px; line-height: 30px; margin: 0px auto 10px; max-width: 100%; padding: 0px 195px 0px 0px; text-rendering: optimizelegibility; width: 780px;">
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<a href="https://www.reviews.com/author/tleamey/" style="background-color: transparent; border-bottom: 0px; box-sizing: inherit; color: #f7d79a; cursor: pointer; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;">Taylor Leamey</a></div>
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Feature Writer</div>
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Reviews.com</h2>
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Telehealth Nursing: An Essential in Our Hyperconnected World</h2>
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The telehealth nursing industry is a booming job market that allows for flexibility and virtual collaboration between health professionals. Remote nurses are able to treat patients and monitor their condition and progress with the help of audio and visual accessories, computers, and telephones. They are especially adept in cases of pre- or post-surgery, monitoring disease management, and care coordination. This comprehensive guide provides insight into what it takes to be a remote telehealth nurse and how to be successful in the field. </div>
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In this article</h3>
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<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a href="https://www.reviews.com/blog/succeeding-in-a-career-as-a-telehealth-nurse/#benefits" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">Considerations Before Becoming a Remote Nurse</a></li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a href="https://www.reviews.com/blog/succeeding-in-a-career-as-a-telehealth-nurse/#job" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">How To Land the Job</a></li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a href="https://www.reviews.com/blog/succeeding-in-a-career-as-a-telehealth-nurse/#Expert-FAQ" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">Expert FAQ</a></li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a href="https://www.reviews.com/blog/succeeding-in-a-career-as-a-telehealth-nurse/#work-space" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">Creating a Successful Workspace</a></li>
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Remote telehealth vs. call center telehealth</h3>
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No telehealth nurse looks the same. The flexibility of the field is one of the most notable advantages of the career path; telehealth nurses work in a number of environments: </div>
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<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Live Videoconferencing (Synchronous): In this type of nursing there is a live, two-way interaction between nurse and patient with the use of audiovisual telecommunications technology.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Store-and-Forward (Asynchronous): As the name suggests, the health history is recorded and accessed by the provider through a communications system.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Remote Patient Monitoring (RPM): Communication technologies transmit personal health and medical data from the individual in one location to the nurse, who uses the information collection to assess care and related support. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Mobile Health (mHealth): Health care practices and education supported by any mobile communication device (cellphones, tablets, PDAs). Can include everything from targeted text messages to wide-scale alerts.</li>
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Benefits and Considerations Before Becoming a Remote Nurse</h2>
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Efficiency and affordability for patients</h3>
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As reported by the <a aria-label=" (opens in a new tab)" href="https://www.aha.org/system/files/2019-02/fact-sheet-telehealth-2-4-19.pdf" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">American Hospital Association</a>, 76% of United States hospitals use telehealth practices because of the perks it can provide. Meeting with a remote nurse is great for non-emergency visits such as minor injuries, primary care, and remote patient monitoring, and thus telehealth practices save people money and the hours they would have spent in the waiting room. <a aria-label=" (opens in a new tab)" href="https://www.valueinhealthjournal.com/article/S1098-3015(17)30083-9/fulltext" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">The University of California Davis</a> determined, by examining 18 years of their own clinical records, that telemedicine visits ultimately saved patients nine years in travel time and $3 million in costs. An additional benefit of telehealth practices is their ability to broaden the scope of the health care system and increase options for rural patients (provided their <a href="https://www.reviews.com/satellite-internet/" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;">internet connection</a> is strong).</div>
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Flexibility and freedom for nurses</h3>
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The societal benefits of telehealth nursing are obvious, but what can it do for you? Simply put: mitigate stress. You aren’t juggling patients, handling bodily fluids, and running from one patient to the other. But beyond that, nurses find that they can focus on patient care and leave the red tape of traditional facilities behind. According to a <a aria-label=" (opens in a new tab)" href="https://www.amnhealthcare.com/uploadedFiles/MainSite/Content/Campaigns/AMN%20Healthcare%202017%20RN%20Survey%20-%20Full%20Report.pdf" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">2017 survey of registered nurses</a>, 44% of nurses say they often do not have the time they need to spend time with each of their patients. In addition, 55% of nurses stated they suspect that the physically demanding and sometimes emotionally draining nature of nursing is affecting their health. Telehealth practices are a unique avenue that offer nurses another way to do what they love without sacrificing the value they put on their patients or themselves. </div>
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Challenges and Benefits of Remote Nursing</h3>
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Telehealth nurses still experience all the typical challenges remote workers face: problems with focusing, detaching yourself from the job, and the feeling of being disconnected from coworkers. An additional perceived long-term barrier to consider is the opportunities for advancement. This is not to say there are none, but remote nurses are sometimes required to be more proactive and seek out advancement more often than traditional workers. Luckily, telehealth nurses are not limited to one small area of nursing and can transition between sectors and advance in leadership roles, albeit in a process that differs slightly from traditional hiring.</div>
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Challenges Remote Nurses May Face</h3>
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<table class="tablepress tablepress-id-312" id="tablepress-312-no-2" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; border-bottom: none; border-collapse: collapse; border-image: initial; border-left: none; border-radius: 4px; border-right: none; border-spacing: 0px; border-top: 6px solid rgb(238, 172, 45); box-shadow: rgba(0, 0, 0, 0.2) 0px 2px 5px 2px; box-sizing: inherit; color: #333333; font-family: SharpSansNo2Medium, "Helvetica Neue", Helvetica, sans-serif; font-size: 14px; line-height: 18px; margin: 0px; max-width: 585px; overflow: auto; table-layout: auto; width: 585px;"><thead style="background: rgb(245, 245, 245); box-sizing: inherit;">
<tr class="row-1 odd" style="box-sizing: inherit;"><th class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;">Pros</th><th class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-image: initial; border-left: none; border-right: 0px; border-top: none; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;">Cons</th></tr>
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<tr class="row-2 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Freedom and lifestyle flexibility</td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Feelings of isolation</td></tr>
<tr class="row-3 odd" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Less stressful than traditional options</td><td class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Opportunities for advancement may seem tricky</td></tr>
<tr class="row-4 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Widens the scope of health care, particularly in remote areas</td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Potential for long hours and odd shifts</td></tr>
<tr class="row-5 odd" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Ability to focus on personalized patient care</td><td class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Must depend on the patients’ description of symptoms</td></tr>
<tr class="row-6 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Increased patient satisfaction</td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">May need to mitigate 911-like panic/helplessness of someone calling in with an emergency</td></tr>
<tr class="row-7 odd" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">No exposure to blood or bodily fluids</td><td class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><br style="box-sizing: inherit;" />
Call centers are a common work environment, which may not be ideal for every nurse</td></tr>
<tr class="row-8 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">No contact with needles or injections</td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Primarily sitting or standing in one place for long hours</td></tr>
<tr class="row-9 odd" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;">Low physical demand</td><td class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-image: initial; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none !important; font-size: 1.4rem; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"></td></tr>
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Who Can Become a Remote Nurse?</h2>
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If you are interested in pursuing a career in telehealth, you must either have a licensed practical nurse degree or a <a aria-label=" (opens in a new tab)" href="https://www.nursing.org/online-programs/" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">registered nurse degree</a> with a nursing license. Most companies also like to see you have a minimum of one to two years of on-site nurse experience.</div>
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Remote Nursing Opportunities</h3>
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<table class="tablepress tablepress-id-309" id="tablepress-309-no-2" style="border-bottom: none; border-collapse: collapse; border-left: none; border-radius: 4px; border-right: none; border-spacing: 0px; border-top: 6px solid rgb(238, 172, 45); box-shadow: rgba(0, 0, 0, 0.2) 0px 2px 5px 2px; box-sizing: inherit; color: #333333; font-family: sharpsansno2medium, "helvetica neue", helvetica, sans-serif; font-size: 14px; line-height: 18px; margin: 0px; max-width: 585px; overflow: auto; table-layout: auto; width: 585px;"><thead style="background: rgb(245, 245, 245); box-sizing: inherit;">
<tr class="row-1 odd" style="box-sizing: inherit;"><th class="column-1" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: 0px 0px; background-repeat: initial; background-size: initial; border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; vertical-align: middle;"><br />
<br />
Title<br />
<br />
Credentials<br />
<br />
National Pay Average<br />
<br />
Additional Details<br />
<br />
Expected Growth (2016-2026) <br />
<br />
<br />
<a href="https://www.registerednursing.org/specialty/telephone-triage-nurse/">Remote Triage Nurses</a><br />
<br />
Minimum bachelor’s of science in nursing (BSN). Also required to pass the National Licensure Examination For Registration Nurses.<br />
<br />
Average: $70,302<br />
<br />
<br />
Range: $64,149 -<br />
<br />
$ 79,505<br />
<br />
Remote triage nurses are required to determine the level and type of care a patient needs. They must be able to decide purely by speaking over the phone.<br />
<br />
15% <br />
<br />
<br />
<a href="https://nursejournal.org/nursing-case-management/rn-case-manager-salary-and-job-outlook/">RN Case Managers</a><br />
<br />
Typically a minimum of a bachelor’s of science in nursing (BSN) is required, while there are some with an associate degree in nursing (ADN). This is rare. In most cases, RN case managers hold a master’s of science in nursing (MSN). Having a case management<br />
<br />
<br />
Average: $64,000<br />
<br />
<br />
Lowest 10%: $ 47,830<br />
<br />
<br />
Highest 10%: $ 83,870<br />
<br />
RN case managers are registered nurses who assess, plan, implement, and evaluate patient care. Unlike other nurses, case managers also focus on being fiscally responsible.<br />
<br />
15% <br />
<br />
<br />
<a href="http://learningpath.org/articles/Becoming_a_Nurse_Auditor_Job_Description_Salary_Info.html">Nurse Auditors</a><br />
<br />
Minimum bachelor’s of science in nursing (BSN).<br />
<br />
Average: $72,885<br />
<br />
<br />
Lowest 10%:<br />
<br />
$61,000<br />
<br />
<br />
Highest 10%:<br />
<br />
$86,000<br />
<br />
Nurse auditors run reports to locate and resolve mistakes or errors on various medical accounts<br />
<br />
15% <br />
<br />
<br />
<a href="https://explorehealthcareers.org/career/nursing/nurse-educator/">Remote Nursing Instructor</a><br />
<br />
Must have a bachelor’s of science in nursing and a valid nursing license. Several years of work experience is required.<br />
<br />
Average: $61,322<br />
<br />
<br />
Range: $45,000 - $82,000<br />
<br />
Nursing instructors are responsible for educating aspiring nurses about patient care, and expected to design a curriculum and lectures.<br />
<br />
19% <br />
<br />
<br />
<a href="https://study.com/articles/Quality_Assurance_QA_Nurse_Career_Information_and_Requirements.html">Quality Assurance Nurse</a><br />
<br />
Associate’s or bachelor’s degree in nursing.<br />
<br />
Average:<br />
<br />
$71,730<br />
<br />
QA nurses review hospital nursing practices and documentation, and implement change as needed.<br />
<br />
12% <br />
<br />
<br />
<a href="https://study.com/articles/Legal_Nurse_Consultant_Job_Description_and_Info_for_Students_Considering_a_Career_in_Legal_Nurse_Consulting.html">Legal Nurse Consultant</a><br />
<br />
Bachelor’s of science in nursing (BSN). Additional LNC training.<br />
<br />
Average: $70,000<br />
<br />
Legal Nurse Consultants work with law professionals to assist on medical malpractice cases, insurance fraud cases, worker’s compensation, etc.<br />
<br />
15% <br />
<br />
<br />
<a href="https://study.com/articles/Medical_Writer_Job_Info_and_Requirements_for_a_Career_as_a_Medical_Writing_Specialist.html">Medical Writer</a><br />
<br />
Bachelor’s or Master’s degree in Journalism or English.<br />
<br />
Average:<br />
<br />
$63,100<br />
<br />
Medical writers have two paths available: scientific medical writing or marketing medical writing.</th><th class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"></th><th class="column-3" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"></th><th class="column-4" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"></th><th class="column-5" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 0px; border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"></th></tr>
</thead><tbody class="row-hover" style="box-sizing: inherit;">
<tr class="row-8 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: x-small;">11%</span><br />
<div>
<span style="font-size: x-small;"><br /></span></div>
</td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"></td><td class="column-3" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"></td><td class="column-4" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"></td><td class="column-5" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><br /></td></tr>
</tbody></table>
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How to Land the Job</h2>
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Proving remote-worthiness</h3>
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As with any remote job, employers like to see examples of past remote experience on your resume, so regardless of what field your remote work was in, be sure to highlight it appropriately. Any level of remote working experience is worth mentioning, even if you only sporadically worked at home when you had a doctor’s appointment or were out sick. Don’t panic if you haven’t had a remote job – plenty of telehealth nurses didn’t before they transitioned into their current roles. Having tangible nursing experience is the real key to landing a remote job in the field, which is why we spoke to the experts, remote nurses, and others with expertise in the field.</div>
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Any level of remote working experience is worth mentioning.</h3>
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Brenda Glover, a telephone triage nurse for <a aria-label=" (opens in a new tab)" href="http://www.nursetriage.org/" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">Nurse Telephone Triage Service</a>, spoke about realizing her need to work from home and taking to the internet to research her options. She acknowledged that some companies do like to see remote nursing experience, but it isn’t the end-all-be-all. What companies deem most important, she said, is being a good nurse. “A well-rounded nurse who has a varied background usually does well. Because not only are you relying on protocols, but you’re relying on personal experiences.” </div>
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Nurses find that they can focus on patient care and leave the red tape of traditional facilities behind.</h3>
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Brenda also sites being technology-savvy as one of the most important skills. She describes telephone triage nursing as “a fast-paced position that requires a lot of being able to multitask and listening to somebody talk and being able to move from one screen to the other.” Telehealth nurses must be critical thinkers who are practiced in how to press for information from patients about signs and symptoms they may be experiencing. Thinking on the fly and prioritizing patient needs by the level of urgency is an everyday staple in a remote nurse’s life. </div>
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Essential skills for remote nurses:</h3>
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<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">A passion for nursing and solid clinical knowledge</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Strong assessment and communication skills</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Ability to easily adapt to new technology</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Patience to troubleshoot issues that arise</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Ability to multitask on a dual-screen computer and navigate various systems</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Typing while speaking with patients</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Ability to convey empathy and understanding using tone of voice</li>
</ul>
<h2 id="Expert-FAQ" style="background-color: white; box-sizing: inherit; color: #034366; font-family: "Archivo Narrow", serif; font-size: 32px; line-height: 30px; margin: 0px auto 10px; max-width: 100%; padding: 0px 195px 0px 0px; text-rendering: optimizelegibility; width: 780px;">
Ask the Experts: FAQ</h2>
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<span style="box-sizing: inherit; font-weight: 700; line-height: inherit;">How do you find a remote nursing job?</span></div>
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There are numerous online resources that connect nurses with remote options. There are companies all across the country that hire remote nurses, some exclusively. </div>
<ol style="background: linear-gradient(90deg, rgb(252, 242, 221) 585px, rgb(255, 255, 255) 195px) rgb(255, 255, 255); box-sizing: inherit; color: #0c131b; font-family: "PT Serif", serif; font-size: 2rem; line-height: 1.6; list-style: none; margin: 0px auto; max-width: 100%; padding: 20px 20px 20px 40px; width: 780px;">
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.aetnacareers.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Aetna</a> – A highly recognized health care insurance company, Aetna hires for a variety of remote workers, including RN case managers and nurse consultants.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.davita.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">DaVita </a>– Focused on kidney care, DaVita hires remote case managers.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.humana.com/careers" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Humana</a>– One of the most well-known health care companies, Humana hires for care managers, telephonic CCR, case managers, and clinical advisors.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://careers.antheminc.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Anthem</a> – A health benefits company, Anthem offers a variety of teleworking nursing positions.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.cigna.com/careers/job-search" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Cigna</a> – An insurance company, Cigna hires registered nurses as consultants, writers, educators, and clinical care managers.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://carenethealthcare.com/careers/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">CareNet</a> – Providing 24/7 health care, CareNet frequently offers RN positions. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://careers.unitedhealthgroup.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">UnitedHealth Group</a> – UnitedHealth Group consistently posts positions for registered nurses all across the country.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://healthfirstcareers.ttcportals.com/search/jobs/?q=&cfm9[]=Care%20ManagementSuccess%20Sharing&cfm9[]=AIPAnalyst%20(General)&cfm9[]=Compliance&cfm9[]=AIPCare%20Management&cfm9[]=AIPMedical%20Management/%20Ops&cfm9[]=JOB_FAMILY-6-41Medical%20Management/%20OpsSuccess%20Sharing&cfm9[]=Medical%20Management/%20OpsSuccess%20Sharing&cfm9[]=JOB_FAMILY-6-41Success%20SharingNurse&cfm9[]=JOB_FAMILY-6-41Nurse&cfm9[]=JOB_FAMILY-6-41Success%20SharingTraining&search_type=talemetry&ns_branch=clinical-services" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Healthfirst</a> – Based in New York, Healthfirst offers both home office and onsite nursing positions.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.fonemed.com/nurse-career-opportunities/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">FoneMed </a>– A telecommunications provider, FoneMed hires across North America.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="http://nursetriage.org/jobs.html" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Nurse Telephone Triage Service</a> – An RN-owned company, Nurse Telephone Triage </li>
</ol>
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</div>
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<span style="box-sizing: inherit; font-weight: 700; line-height: inherit;">What do you need to become a telehealth nurse?</span></div>
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First and foremost, becoming a remote or telehealth nurse requires both a <a aria-label=" (opens in a new tab)" href="https://www.nursing.org/online-programs/" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">nursing degree</a> and a nursing license. Liz Greenberg, PhD, RN-BC, C-TNP, CNE, an associate clinical professor at Northern Arizona University and a past president of the <a aria-label=" (opens in a new tab)" href="https://www.aaacn.org/about/board-directors/liz-greenberg-aaacn-series-inspiring-nurses" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">American Academy of Ambulatory Care Nursing (AAACN)</a>, described finding her own passion for telehealth nursing through her experience in an after-hours pediatric clinic, in which she was charged with answering calls from patients parents and caregivers. She cites a passion for nursing and a respect for patients as the basis for every nurse’s journey into telehealth and encourages them to gain “an in-depth understanding of how to assess and communicate solely via technology.” </div>
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<span style="box-sizing: inherit; font-weight: 700; line-height: inherit;">What is the transition from traditional nursing to telehealth nursing like?</span></div>
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When asked to reflect on her transition to remote triage nursing, Brenda Glover described a process of trial and error with a lot of patience sprinkled in. When she started in the industry, there was very little computer use, everything was notated in charts. She went on to say that, “It has been challenging, but it’s been rewarding. Because I now feel very secure in the role and I feel like I could troubleshoot just about anything.”</div>
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Dr. Greenberg’s response was in a similar vein. Describing it as difficult at first, she said she got to a point where technology became a tool that she needed to connect and provide care to her patients. </div>
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<span style="box-sizing: inherit; font-weight: 700; line-height: inherit;">Does the company provide the hardware used?</span></div>
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Dr. Greenberg said while companies usually provide the equipment, nurses are able to negotiate the use of their own equipment if they choose, provided it meets all the requirements. The equipment and services provided by the employer are completely dependent on the company you work for. While some companies may cover your computer and devices, others may require a nurse who works from home to not only provide their own computer and phone, but internet service too. On the bright side, if you do end up having to provide your own equipment, you can claim it on your taxes. You can even deduct some — maybe all — of the expenses of your internet connection as a part of your home office expenses.</div>
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“My personal belief is that the human connection provided by nurses via remote communication is highly valued by individuals who have health concerns and or questions.”</h3>
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– Liz Greenberg, PhD, RN-BC, C-TNP, CNE</div>
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<span style="box-sizing: inherit; font-weight: 700; line-height: inherit;">What does someone considering telehealth nursing need to know?</span></div>
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For Dr. Greenberg, “I think the biggest thing to know is that this is often an independent practice – one that relies on assessment and critical thinking and the breadth and depth of both the nurse’s education and experience (in life and in health care). Depending on your practice (e.g., triage, advice, remote monitoring, care coordination) your decisions may be guided by standard orders, decision support tools, or care guidelines but you must be comfortable and confident when those guidelines need to be overruled for safety.”</div>
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Dr. Greenberg also spoke to the interdisciplinary communication that is required for some areas of telehealth nursing. Appreciating and understanding what other team members bring to the table is just another facet of communication for a telehealth nurse.</div>
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Creating a Successful Workspace</h2>
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Safe, secure, reliable internet: key for remote nurses</h3>
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The internet is your lifeline. Not only does it allow you to do your job, but having a seamless internet experience presents professionalism and ultimately may make or break your ability to advance. If you hope to be a successful remote nurse, having a fast and reliable <a href="https://www.reviews.com/internet-service-providers/" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;">internet</a> is a must. Without a strong internet and phone connection, remote nurses cannot meet the basic requirements of their jobs.</div>
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The Health Insurance Portability and Accountability Act (HIPAA) requires that all technology used during patient care have compliant software for encryption and privacy, to protect electronic medical records and patient information. Mobile devices and tablets that are used in medical care are also required to have a secure configuration that will protect data. Patient information should never be accessed from an unsecure device. The use of <a href="https://www.reviews.com/vpn/" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;">Virtual Private Networks (VPNs)</a> in health care allows patients and health care professions to remotely access to health information safely. A VPN is an extension of a private network that can be accessed over a public internet connection. Using authentication steps and encryption mechanisms, VPNs add another level of security and privacy to a nurse’s public network. </div>
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<table class="tablepress tablepress-id-313" id="tablepress-313-no-2" style="background-attachment: initial; background-clip: initial; background-image: initial; background-origin: initial; background-position: initial; background-repeat: initial; background-size: initial; border-bottom: none; border-collapse: collapse; border-image: initial; border-left: none; border-radius: 4px; border-right: none; border-spacing: 0px; border-top: 6px solid rgb(238, 172, 45); box-shadow: rgba(0, 0, 0, 0.2) 0px 2px 5px 2px; box-sizing: inherit; color: #333333; font-family: SharpSansNo2Medium, "Helvetica Neue", Helvetica, sans-serif; font-size: 14px; line-height: 18px; margin: 0px; max-width: 585px; overflow: auto; table-layout: auto; width: 585px;"><thead style="background: rgb(245, 245, 245); box-sizing: inherit;">
<tr class="row-1 odd" style="box-sizing: inherit;"><th class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Internet type</span></th><th class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Pros</span></th><th class="column-3" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Cons</span></th><th class="column-4" style="background: 0px 0px rgb(255, 255, 255); border-bottom: 0px; border-left: none; border-right: 0px; border-top: none; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 8px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Which is best for telehealth nurses?</span></th></tr>
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<tr class="row-2 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><a href="https://www.reviews.com/internet-service-providers/fiber/" style="box-sizing: inherit; color: #0585cc; line-height: inherit;" target="_blank"><span style="font-size: xx-small;">Fiber Optic</span></a></td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Extremely fast and reliable internet connection with no data caps. Great for hosting servers and complex cloud-based systems.</span></td><td class="column-3" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Very limited availability, mainly found in cities. Higher cost than other options.</span></td><td class="column-4" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Best</span></td></tr>
<tr class="row-3 odd" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><a href="https://www.reviews.com/cable-internet/" style="box-sizing: inherit; color: #0585cc; line-height: inherit;" target="_blank"><span style="font-size: xx-small;">Cable</span></a></td><td class="column-2" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">High speed and very reliable. Internet not dependent on cable, but uses the same wiring.</span></td><td class="column-3" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Neighborhoods share bandwidth, which may lead to connection issues during busy times. Cheaper than most options.</span></td><td class="column-4" style="background: 0px 0px rgb(255, 255, 255); border-bottom: none; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Better</span></td></tr>
<tr class="row-4 even" style="background: rgb(249, 249, 249); box-sizing: inherit;"><td class="column-1" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><a href="https://www.reviews.com/dsl-internet/" style="box-sizing: inherit; color: #0585cc; line-height: inherit;" target="_blank"><span style="font-size: xx-small;">DSL (Digital Subscriber Line</span></a></td><td class="column-2" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Widely available from multiple providers. Dedicated bandwidth that is not shared.</span></td><td class="column-3" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 1px solid rgb(204, 204, 204); border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Low speed with performance based on proximity to provider. One of the cheaper options.</span></td><td class="column-4" style="background: 0px 0px rgb(247, 246, 245); border-bottom: none; border-left: none; border-right: 0px; border-top: 0px; box-sizing: border-box; color: #222222; float: none; line-height: 1.8rem; margin: 0px; padding: 10px 9px; text-align: center; vertical-align: middle;"><span style="font-size: xx-small;">Good</span></td></tr>
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<span style="font-size: xx-small;"> Testing your internet </span></h3>
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Telehealth nursing is dependent on technology. Testing your internet speed will tell you if your connection is able to support and sustain that type of work. Thankfully, it’s easy to test for both urban and rural areas. When testing your internet speed, you’re assessing the latency, download speed, and upload speed performance. But before you start, there are some steps you need to take to ensure you get the most accurate reading. First, always restart your computer to shut down any residual apps running in the background that may slow down your latency rate. Then, disconnect from any virtual private network (VPN). VPNs or data-saving apps will slow down your connection and give you an inaccurate reading on the test. It’s important to test your connection more than once so you get the best idea of your status. </div>
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<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://www.speedtest.net/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Speedtest.net</a> – One of the most established and popular options. It allows users to keep a record of previous tests for comparison. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://fast.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Fast.com</a> – Operated by Netflix, fast.com offers an ad-free interface.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a aria-label=" (opens in a new tab)" href="https://speedtest.xfinity.com/" rel="noreferrer noopener" style="box-sizing: inherit; color: #0c131b; line-height: inherit;" target="_blank">Xfinity Speed Test</a> – User-friendly interface that isn’t cluttered with ads or pop-ups. </li>
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What to do if you’re experiencing internet issues </h3>
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<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Reset your modem and router. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Assess the placement of your router. The farther away you are from your router, the weaker your signal will be. Being as close to your router as possible will result in the best wifi connection.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Use a mobile hotspot. Acting in lieu of a modem or router, a hotspot distributes internet connection to your devices.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Use a wifi extender. Wifi extenders plug into your router and are designed to repeat your wireless signal and expand its coverage.</li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Still having connectivity issues? This <a href="https://www.reviews.com/blog/cant-connect-to-the-internet/" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">step-by-step guide</a> walks you through exactly how to troubleshoot your connection.</li>
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According to Brenda, her company in particular requires that their nurses have a back-up plan for if they are having internet issues. In her case, nurses are required to go to another location with reliable connection to work until their personal connection is up and running again.</div>
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Addressing your phone service needs</h3>
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Depending on the remote nursing role, a landline telephone can be used exclusively to speak with patients or in conjunction with the internet and other telecommunications tools. While computers, custom software and audio/video feeds are necessary for a remote nurse to have, some patients are limited to only their phones. Some employers will set you up with phone service through their systems, which will likely be cloud-based. If they don’t provide a phone service, then consider shopping around yourself or using a cloud-based service so your phone is as reliable as your internet. </div>
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Setting Yourself Up for Success</h2>
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Nurture a healthy avenue of communication with coworkers</h3>
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To be a successful remote worker, creating an open line of communication is essential. Many remote workers can attest to the feelings of isolation and being left out of things that go on in the office. The walks to get coffee and the convenience of tapping your coworker on the shoulder with a question are often taken for granted. Build connections with coworkers and regularly plan meetings to chats with them. Communicating as much as possible is key to still feel like part of the team. Organizations such as the <a aria-label=" (opens in a new tab)" href="https://www.aaacn.org/professional-development/annual-conference" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">American Academy of Ambulatory Care Nursing</a> and the <a aria-label=" (opens in a new tab)" href="https://www.americantelemed.org/communities/" rel="noreferrer noopener" style="border-bottom: 2px solid rgb(238, 172, 45); box-sizing: inherit; color: #0c131b; font-weight: 700; line-height: inherit; text-decoration-line: none; transition: all 0.3s ease 0s;" target="_blank">American Telemedicine Association</a> are focused on advancing the telehealth field and providing support for those in it. Creating connections through these organizations is another way to feel involved. </div>
<h3 style="background-color: white; box-sizing: inherit; color: #034366; font-family: "Archivo Narrow", serif; font-size: 24px; line-height: 22px; margin: 40px auto 10px; max-width: 100%; padding: 0px 195px 0px 0px; text-rendering: optimizelegibility; width: 780px;">
Set a schedule and stick to it</h3>
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Patient and self-care are tightly intertwined for telehealth nurses. Self-care takes many forms: eating and exercising, social interaction, and routine. Without the need to begrudgingly sit in traffic your mornings are wide open, and there’s a lot of ways to spend your time, which can be a problem for some people. That’s why it’s important to set a schedule for yourself, regardless if you work day or night. Create a routine and stick to it, or at least as well as you can if you often work different shifts. Establishing a time for meals, breaks, and physical fitness is not only great for your productivity, but for your sanity too. Making time for exercise can sometimes feel like a hurdle but it’s especially important for remote workers.</div>
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Quick Self-Care Tips for Remote Nurses</h3>
<ul style="background: linear-gradient(90deg, rgb(252, 242, 221) 585px, rgb(255, 255, 255) 195px) rgb(255, 255, 255); box-sizing: inherit; color: #0c131b; font-family: "PT Serif", serif; font-size: 2rem; line-height: 1.6; list-style: none; margin: 0px auto 30px; max-width: 100%; padding: 20px 20px 20px 40px; width: 780px;">
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;"><a href="https://www.reviews.com/blog/streaming-budget-workout/" style="box-sizing: inherit; color: #0c131b; line-height: inherit;">Stream</a> your workout classes. A great option for nurses who work irregular or odd hours. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Find a network of friends who work remote and set up a weekly happy hour, lunch or coffee date to schedule face-to-face interaction. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">When your shift is over, get out of the house! A change of scenery helps you mentally put away work so you can enjoy your personal time. </li>
<li style="box-sizing: inherit; font-family: Lora, serif; font-size: 16px; line-height: 26px; margin: 0px; max-width: 530px; padding: 0px;">Have a separate workspace in your home. </li>
</ul>
Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-28563706063462476042019-02-21T15:04:00.000-05:002019-02-21T15:04:27.892-05:00<br />
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 14.0pt; line-height: 107%;">What Makes a Successful Telephone
Triage Nurse?<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;"> I recently started to ponder on our company and the
nurses here who are successful, both present and past, and decided to share
some insight on what has contributed to this success. <o:p></o:p></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Technology<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">This is
probably the first and one of the most important things that the telephone
triage nurse should be adept at. Many of us grew up before there were computers
or when computers were new on the scene. I will tell my age and say I remember
typing classes in high school, not computer pals that they offer to
preschoolers now. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">However, 99%
of what we do as telephone triage nurses is computer based. So, how do you
become more efficient with computers? Take a computer class is one suggestion,
but there are so many things on line you can do in your spare time as well.
There are free typing tests you can do where you practice typing as you listen
to recordings. Spend time just playing with your keyboard and learning what
each key does or open a blank word document and practice hitting each tab to
learn what its function is. If you get an error or cannot figure out how to fix
something, google is an excellent teacher. There is a you tube video now for
any computer issue you can think of. Trust me, I have looked. I remember when a
clerical person at a former employer was once teaching me how to use a
computer. Her words were “You are not going to blow it up. Whatever button you
hit wrong, it is fixable.” Once I got over that fear, then I began to teach
myself when issues came along. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Technology
is just what we must be able to overcome in this position, and to be
successful, you must motivate yourself to learn more to be able to do more.<o:p></o:p></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Translate<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">The
successful nurse must be able to translate bedside nursing and office
competence over the phone easily. This is not a universal gift. For some
nurses, it comes naturally, and others must work to improve it. It takes skill
to be able to talk with callers with confidence, exhibit compassion, all while
really listening to their concerns and giving them adequate advice and adhering
to the protocols. This takes hours of practice and reviewing of the protocols.
Teachers do not walk in to the classroom with little education and training, and
effectively deliver their lesson plans to their students.<o:p></o:p></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Tact<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Webster’s
Dictionary defines tactful as “careful not to upset or offend anyone”. This is
just good customer service. The nurse that is successful in telephone triage
thinks about their choice of words before they speak. After all, that is what
we do, we spend a lot of time talking with callers who cannot see our faces or
read our body language. We are speaking with callers who are anxious, upset or
sick, and their emotions are running high. Even though we may not mean to be
offensive or condescending to callers, one word can be easily taken out of
context by them.<o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">It has been
said to put a mirror up where you can see your facial expressions while you are
on the phone, and customers can hear you smile. Test it. It is true. Smiling on
the phone radiates through to the callers. <o:p></o:p></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Truthful<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Be open to
your callers. Give them honest, sound advice, and if their symptoms are
concerning, it is OK to say, “what you are saying concerns me, and this is
why.”. You do not want to diagnose, but you want to educate them enough so that
they will comply with the advice you are giving them. If you have a life
experience that you are comfortable sharing with the caller, and you think
would be beneficial to them, there is nothing wrong with sharing it. A
mentor used the analogy of speaking with a young woman who had recently
suffered a miscarriage and was not dealing well with it. The caller went on to
tell the nurse that she could not know how she was feeling. However, this nurse
could relate to her as she had experienced the same heart break in the past
herself. The nurse shared her experience with this caller and was able to
direct her to the appropriate next level as the caller could relate to her. <o:p></o:p></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Triage<o:p></o:p></span></b></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Webster’s
defines triage as the sorting according to the urgency of their needs of care.
Telephone triage nurses must think in this mindset to be successful. This
environment is the same as a virtual emergency room. The queue is your patients
waiting, and you must look at their complaints to see who needs to be “seen” first,
and who can wait. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">We have some
of the most compassionate, caring nurses on the planet. However, compassion
alone does not make a great triage nurse. Think back to your last experience in
the ED, whether it before for you or a family member. A nurse performed a brief
assessment of the complaint and decided how important it was for you to be
taken to a room right away. This is what we, as telephone triage nurses should
be doing consistently…scanning the queue with every call to see what calls look
urgent and which ones can wait. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">We know the
plan in the ED is to get as many patients through in a day while providing
efficient, safe and compassionate care. Our virtual ED here is the same. We
want to provide callers with great care, but at the same time, we must be
mindful of all the others waiting. So, efficiency is a priority to be
successful. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">So, what
about those that come to the ED that really don’t need to be there, and should
be calling their provider’s office the next am? We could compare that to
callers that are requesting non-urgent medications, looking for test results, or just
need advice on things that can be managed at home. Those take last priority,
and if they came to ED, they would be advised to call their provider the next
morning. That is how they should be handled here, unless they get angry or
there are different directions on the profile. Many callers need to be trained
that unless it is urgent, they need to be calling during office hours. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">With
training the caller, there comes responsibility. Back to the ED scenario, if
you needed an RX sent to a pharmacy, would the ED nurse look up hours of
pharmacies nearest your home for you? No. They would ask you what pharmacy, and
that would be it. When you leave the ED, they give you a list of instructions
to follow and what to do if….<span style="mso-spacerun: yes;"> </span>They do
not call you later to check on you and to see if you have following their
instructions. They place that responsibility on you.<span style="mso-spacerun: yes;"> </span>An efficient telephone triage nurse does the
same, educates the caller and empowers them with the knowledge they need. While
it would be nice to follow up with callers, our patients in our virtual ED
would just not get moved through so more patients can be “seen”, if that were
the case. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Telephone
triage is essentially practicing emergency room nursing over the phone and
requires skill. Not just with patient assessment, but it requires multitasking,
shifting perspectives, being confident in the decisions you make and the advice
you give, all while being able to quickly move callers through the virtual ED
so you can provide the same care to the next patient that needs you. <o:p></o:p></span></div>
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com7tag:blogger.com,1999:blog-6875930464869344844.post-15336712018457936012018-07-30T14:18:00.000-04:002018-07-30T14:18:01.571-04:00Telephone Triage Is Not Right for Everyone<br />
<div class="MsoNormal">
You may be considering a remote telephone triage position,
and don’t know if it is the right fit for you. Telework nursing is not for
everyone, and the characteristics of a successful remote employee should be considered.
<o:p></o:p></div>
<div class="MsoNormal">
Many people are very social and need considerable
interaction with co-workers to remain happy in their position and to feel fulfilled.
Telephone triage would not be an ideal position for those who thrive on social
interaction on a daily basis. On the other hand, it is usually not a good fit
for those who describe themselves as loners either. An isolated environment,
such as the telephone triage role, could be detrimental to a nurse who already is
limited themselves with social contact. It would<span style="mso-spacerun: yes;"> </span>exacerbate pre-existing social
problems.<span style="mso-spacerun: yes;"> </span>Telephone triage is ideal for
those nurses who enjoy working alone, but do not limit themselves from having
contact with others. <o:p></o:p></div>
<div class="MsoNormal">
Telephone triage nurses need to be self-starters. They must
possess a strong work ethic and not require close supervision to get the job
done. Working remotely does not mean a chance to fool around or that there is
no pressure. Experienced, remote telephone triage nurses understand this. The
entire system would not function without self-starters in these positions. <o:p></o:p></div>
<div class="MsoNormal">
Telephone triage nurses must be technology competent.
Working remotely requires you must be proficient in the use of computers as it
is required for the job and communication. This could include specialized software
programs, instant messaging, desk-top faxing, emails and appointments functions,
tele web conferencing and any other tools that the nurse may be required to
use. The successful telephone triage nurse is not afraid of technology, because
if something goes wrong, they must be able to trouble shoot it and know how to
fix it or where to go for help. <span style="mso-spacerun: yes;"> </span><o:p></o:p></div>
<div class="MsoNormal">
There is not a specific minimum number of years’ experience that
one would say is required to work in a remote telephone triage experience.
However, new graduates would not be a good fit for such a position, because it
requires competence, expertise and knowledge beyond that which is obtained in a
basic nursing program.<span style="mso-spacerun: yes;"> </span>Research has
shown that triage assessments are done better by those with more experience,
more education, and more training. Interesting also, researchers have suggested
that extensive life experience such as raising kids, caring for aging parents,
and running a household may also be valuable. <o:p></o:p></div>
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-16435399373518106462018-02-28T15:46:00.001-05:002018-02-28T15:46:17.184-05:00What is Telephone Triage?The term triage is french in origin, and refers to the process of sorting. The original concepts of triage referred to mass casualty situations, such as during war times. Triage, by definition, is a dynamic process as the patient's status can change rapidly.<br />
With the evolvement of various triage systems, it is easy to forget that triage is still the central focus, and telephone triage is essentially like operating an ED triage area over the phone.<br />
Telephone triage starts at the point of intake, or when the patient or caller makes the initial phone call. It is important that the first person they make contact with has good listening skills, is able to discern the main focus of the problem, and either route the call appropriately or take a complete message. If a message is taken incorrectly, valuable time could be wasted, as the telephone triage nurse might not be able to discern this is actually an emergency call. Accuracy is extremely important.<br />
From that point, the concepts of triaging, sorting into priority, remains sound and unchanged and cannot be done by just anyone accurately. It requires someone who is medically trained and able to recognize what is an emergency and is capable of assessing over the telephone. If the telephone triage nurse is working from a queue, they must have the ability to sort out what is emergent, urgent and then non-urgent. This is where the basic concepts of ABC's comes into being. As in any triage situation, airways, breathing, and then circulation are the main priorities. Those calls should be taken first, and then more sorting of the remaining calls should follow. Non emergent calls such as rescheduling appointments or medication refills should be considered non urgent.<br />
Once the calls are sorted and the nurse is in the process of the call, what is the next step? Again, true triage is sorting through the information being provided by the caller to determine the next step. In order to gain enough information, the telephone triage nurse should be able to select and follow the correct protocol or guideline with assessing the patient. In order to be a truly skilled and effective telephone triage nurse, the nurse must be able to think outside the box, examine the larger picture and then narrow it down to the correct protocol. Appropriately selecting and adhering to the correct protocol ensures the best patient outcomes, however the skill is in being able to select correctly.<br />
Next, an effective telephone triage nurse is able to discern the appropriate disposition, or next step, and that again falls into the emergent (emergency room), urgent (urgent care or be seen in provider's office ), or homecare (no follow-up needed unless symptoms worsen).<br />
Many nurses, new to telephone triage, burden themselves with going above and beyond the next step, and with unnecessary details not pertinent to the current situation. This is not only non-efficient, but also can lead to burn out as it can be very overwhelming.<br />
Telephone triage can be a very efficient process, and very beneficial in assisting callers if done in the correct manner.Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-13739562008785902017-12-28T21:22:00.002-05:002018-01-01T14:25:45.114-05:00Why I am a Telephone Triage Nurse<div align="center" class="MsoNormal" style="text-align: center;">
<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<br /></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">As I was
speaking with a friend and co-worker the other day, we talked about why we
liked our job, and how we reap the benefits in our personal lives. We both
agreed we would not have it any other way. That conversation has resonated with
me since then, and I have been thinking about why we do what we do every day. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Thinking
back to that conversation, on this cold December evening, I started remembering
all the different nursing positions I have held in my career, and about the
times I have had to have to go out at all hours to visit patients during my
tenure as a home health/hospice nurse. I remember driving on back roads that
were icy and snowy to make those visits, and even times, I parked my car,
grabbed my bag, and walked in to see patients because it was just not safe to
drive. I also remember, during snow storms, packing a change of clothes,
telling my family I was not sure when I would be home, and catching a ride to
the hospital to work my shift. All because that is what you do when you are a
nurse. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Reminiscing
about prior positions, different patients over the years have come to mind as
well. There were patients that I can still remember their names, and there are
some that their name is not so clear, but the bonds we developed, I will always
cherish. There are also patients that I would rather forget because they were
difficult, and well, let’s face, just mean. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Being a
nurse does not come without injury at times either. You risk being bitten, hit,
kicked, and God-forbid seriously injured by a patient who has serious mental
issues. There are also risks of physical injury from the strain of lifting, bending
and pushing objects that weigh more than they should. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">When I
discovered telephone triage nursing, I never knew such a position existed. At that time, I was searching online for work
at home positions for nurses. My mother had recently moved in because her
health was declining, and I knew that I soon needed to be available for her
more. Working outside the home was not going to be an option any longer. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">I secured a
position with a very small company as a contracted nurse. At that time, the pay
scale was that of a new graduate, but it was not the pay I was seeking. It was
the position. Training was not paid, and
I had to travel two hours one way to train with another nurse. The nurse, who
was gracious enough to let me into her home, was very good at her job and made
it seem so easy. I had no idea what I was getting myself into. I just knew I
needed this to continue earning income. I was determined I was going to learn
this position, and learn it well. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">After my
training was complete, my first shift on my own was a four-hour block. Admittedly,
I did have illusions about working remotely as a telephone triage nurse and
thinking how easy the position sounded. I quickly learned it was just that, an
illusion. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">I had my
protocol books all laid out, and with each call, I was so focused that I do not
remember even looking at the time until my shift was almost over. I also distinctly
remembering I had one of the most severe headaches I ever had, and being
exhausted! That is when I realized that although being a telephone triage nurse
is not physically demanding, if performed correctly, it is the most mentally
challenging positions you will ever hold. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">As time went
on, I challenged myself to learn other specialties I knew every little about. I
had been an adult nurse most of my career, and now I was dealing with
pediatrics and obstetrics as well. I wanted to sound to callers that I was
self-assured and knowledgeable. Callers will not trust a triage nurse who does
not seem to know the content of what they are speaking of. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">At this
point, I was enjoying my new found position. I liked the new challenges, and I
also started to challenge myself to be more efficient. I admired my nurse
manager, and I challenged myself to exceed her hourly completed calls. I am
that kind of person who wants to excel in whatever I decide to do. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">There was
something else I was learning about this position. For the first time, in a long
time, as a nurse, I felt appreciated. Not just by my employer, but by the
callers. As I went from call to call, thoroughly assessing their complaints,
finding the right protocols, and offering advice, I could hear the appreciation
in their voices. Many openly expressed that appreciation. I thought I had seen
all the areas of nursing there was to offer, but there is something about
calling a patient’s home that seems to put you right there in the home with
them. Their true emotions are exposed, and they seem to be less reserved like
they might be in a facility setting. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Just like my
experiences working in a facility setting, I have had some telephone encounters,
working as a remote telephone triage nurse that forever changed my life. There
are still the occasional difficult callers, but for every one of those, there
are two who are appreciative. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Over the
years, my position has allowed me to care for my mother until she passed away,
home-school my children, be at school parties and functions as they got older
and go to my own appointments without having to miss any work time. I have been
able to work from the comfort of my own home without having to travel in bad
weather, and even on days I have been ill
and would have otherwise had to be absent if working elsewhere. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">I have been
able to work between two homes and travel while working in this position, and
ultimately, it has allowed me to be able to move to my dream home on the lake.
It is located in a very rural area where positions are limited, and if not for
this position, I would have to have waited until retirement to do so. <o:p></o:p></span></div>
<div class="MsoNormal">
<span style="font-size: 12.0pt; line-height: 107%;">Lastly, the
icing on the cake is the friendships I have developed. I have heard so many
others say working at home is so isolating. It is isolating only if you allow
it be. This is a wonderful opportunity to meet some great people from other cities
and states that you would otherwise never have the privilege of knowing. We
converse during off times at work, support each other, share facebook pictures
and messages, have phone conversations, and sometimes even get the privilege of
meeting face to face. Many have developed closer bonds than they have with
their own friends or family who live locally.
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<span style="font-size: 12.0pt; line-height: 107%;">That is why
I am a telephone triage nurse. It is not just a job. It is the opportunity to
not only help someone, but possibly change their life. It is the opportunity to
have a life that I love, and it is the opportunity to develop life-long
friendships with awesome nurses who share the same vision. <o:p></o:p></span></div>
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Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com3tag:blogger.com,1999:blog-6875930464869344844.post-65126598352481806412017-12-12T15:30:00.001-05:002017-12-12T15:30:41.577-05:00What Traits Does a Successful Triage Nurse Have?So many think that telephone triage nursing is an easy job. After all, it is just talking on the phone right? Wrong. It is so much more, and is one of the hardest nursing positions you could ever hold. You have to have the ability to "see" the patient over the phone and safely get them to the next level of care.<br />
So, what does it take to be successful in this specialty?<br />
1. The nurse in this role must be self directed. They must be sure of themselves and realize that although their role is limited, they recognize their importance. Flexibility is important, and they must possess a good work ethic. This is often a very independent role, and these qualities are a must.<br />
2. The nurse must be be focused on the short-term goal and achieving short term results. They must possess excellent time management skills, and enjoy bite size pieces of information. They measure their success by reaching measurable outcomes.<br />
3. The nurse must be a strong patient advocate. They must be empathetic, have the ability to gain the patient trust, and be effective in their delivery.<br />
4. The nurse must possess practical intelligence. Telephone triage is a constantly changing specialty. The effective nurse must enjoy learning and be a quick learner. They should also be able to relate new information to previous knowledge and apply it when necessary.<br />
In summary, the successful triage nurse must be able to prioritize medical emergency calls, explain lab/test results, draw on prior experiences and knowledge, use decision support tools effectively, and communicate effectively with the patient within the patient's level of understanding.<br />
Is this the role for you? It is not for everyone. However, it can be one of the most rewarding specialties in nursing if you possess these qualities.Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-56194422662430021052017-09-28T15:25:00.000-04:002017-10-01T18:58:07.283-04:00The Interview ProcessWith telephone triage, the caller has no idea what the nurse is doing or if they are even listening, and it is imperative that the interview process be successful. It completely determines the outcome of the call. There are some things the nurse can do to enhance the quality of the interview and guide the call to a successful outcome.<br />
First, explain long silences to the caller. You can state "Thank you for the information. I am just getting it all documented", or "Give me a minute to think to make sure we are not overlooking anything". Callers will appreciate knowing that are you listening and not doing something else.<br />
The caller should receive the upmost attention, but if you have to place them on hold for any reason, explain why and thank them for holding. If you have to keep them on hold for more than 2-3 minutes, you should come back them and explain why the extended hold, and apologize.<br />
Don't chew gum or eat while on the phone. That is self explanatory and is unprofessional.<br />
Call the patient by name. Most people prefer to be called by their first name, but we should never make that assumption. It is professional to ask patients if you have their permission to address them in that manner.<br />
Be real to the caller. Give each caller the personal touch. Speak to each one warmly rather than in an automated tone.<br />
Finally, the most important thing to remember is put yourself in the caller's shoes. We as nurses, have an understanding of how the body works and about health conditions. If we are sick, we understand the symptoms and what is happening. However, equate this to someone who does not even understand what the term fracture means. Listen to the caller, be patient, and try to remember what it was like before you became a nurse.<br />
Studies comparing providers who have been sued comparing to those that have never been sued showed that those that were never sued spent just a couple of extra minutes with the patient, showed concern, were accessible, were good listeners who invited questions, got the exam out of the way first, asked open ended questions, used humor, involved the family, explained and checked for understanding, negotiated, expressed interest, and encouraged conversation. These are all qualities that would serve telephone triage nurses well. <br />
Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-57922107575510509592017-08-02T19:13:00.001-04:002017-08-04T09:11:02.227-04:00Recipe for a Successful CallIf you have been a triage nurse for any period of time, you can remember at least one call that you just felt like was not successful. It could be that the caller was frustrated with previous encounters with medical personnel, too anxious to really listen to your advice, or maybe you felt like you were not prepared enough. Yes, there is always at least one that sticks out in your mind.<br />
How do you prevent that from happening again? There are some steps to follow to ensure both you and the caller are pleased with the outcome.<br />
1. Be familiar with your facility or company's adapted protocols or algorithms. Know where and how to access the correct protocol quickly and efficiently. If you cannot do so, the caller will know you are not prepared and will have decreased confidence in your abilities and be less likely to follow any advice you give.<br />
2. Be able to draw on your own knowledge and past experiences. There are appropriate times to interject additional education and information to assist the caller with getting to the next level of care.<br />
3. Develop a relationship with the caller. This is probably the most important thing you can do to ensure a positive outcome. Callers are seeking medical advice, but they also want to know they are being heard. It is important to really listen to what they are saying and be empathetic, even if it means you have to stop typing for a moment to give them your undivided attention. We often get so focused on gathering information that we may not realize that callers pay attention to what they hear as well. I had a caller say to me once, "Can you please just stop typing for a minute and listen to me?" I was listening to her, but because she heard the sound of my fingers hitting the keys, she felt she did not have my undivided attention. <i>They do not care how much you know until they know how much you care.</i><br />
4. Educate the caller. Don't just be the person who hands out advice. Explain why you are recommending the disposition. Explain risks of not complying. Instruct them on red flags to watch for and when to call back.<br />
5. Finally, ensure them they are not alone. Let them know that help is just a call away, and they can call back at any time if they have further concerns or questions.<br />
There is nothing like the feeling of success when you disconnect from the caller knowing they are appreciative of the conversation you just had, and knowing you were able to help in their time of need. <br />
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com0tag:blogger.com,1999:blog-6875930464869344844.post-71026042705561301672017-06-13T14:41:00.001-04:002017-06-13T14:41:47.982-04:00The Triage Nurse's Role as a DetectiveA skilled triage nurse knows that every call he/she receives should never be taken for face value. So many times the initial complaint may be one symptom and turn out to be something completely different, and potentially serious.<br />
Here is a good example of this. The initial message from the answering service came in as infected bug bite. The nurse, being as diligent as she was, pulled up the insect bite protocol, and returned the mother's call. The mother stated the child had an insect bite for a couple of days and was showing symptoms of infection. The child was complaining that morning of not feeling well. The mother is a diabetic, but the child had never had any diagnosis so the mom decided to check the child's blood sugar just to see and it was over 300. Now the call had just taken a 360 degree turn. It had gone from what seemed simple, and could be treated the next day in the office to an immediate emergency room referral.<br />
This situation would be a good example of the skill and expertise that is needed to be a triage nurse, and why unlicensed personnel should not be in this role. It also requires a variety of experience to be able to recognize that the biggest problem was not the insect bite, but the child could potentially be an undiagnosed Type I diabetic. It also then takes knowledge to know where to locate the correct protocol and chose the correct plan and disposition.<br />
An experienced triage nurse knows what assessment questions to ask to determine the issue at hand, and has excellent listening skills to be able to determine if a small bit of information elicited from the caller could be something that needs to be investigated further. They interview, investigate, listen to the caller, listen for background noises that could potentially help, such as the quality of the cough from the child that the parent could be calling about, and then, they are able to take all that information and determine a plan that is the safest and most effective for the patient.<br />
Being a skilled triage nurse means being a skilled detective. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com1tag:blogger.com,1999:blog-6875930464869344844.post-69373520921762500202017-04-21T15:11:00.000-04:002017-04-21T15:11:13.147-04:00Recipe for a Successful Mentor/Mentee RelationshipNot everyone can be a good mentor. Selecting a great mentor involves being able to discern the qualities that person exhibits that would promote a successful mentoring relationship. A great mentor should not be forced into the role. If mentoring is something that person feels they are not comfortable with, then that should be respected. If forced into the role, the mentor will be less productive in their own role, and the mentee's development will suffer in the process. Mentoring is not for everyone.<br />
What are the ingredients for a great mentor? Probably the main ingredient is the mentor is respectful and treats others the way they would like to be treated. They are approachable, accessible, and they never make the learner feel inferior or less intelligent. They listen attentively to any concerns or questions and strive to seek answers and rectify any issues.<br />
A great mentor draws on their own past experiences. They implement their successes and they learn from their failures. They draw on this experience to teach the mentee, and they use examples to aid the mentee learning experience.<br />
The mentor must also remember they can learn from the mentee. Even though the mentee might be less experienced in their current role than the mentor, they still have their own experiences they bring to the table. The mentor should always remember they can still learn from others as well.<br />
There are a few ingredients for a successful mentee experience as well. For the mentee to have a successful learning experience, they also need to be respectful and always say thank you. They should listen with an open mind, and take time to communicate with the mentor. In other words, follow the golden rule. <br />
A successful mentee asks questions, seeks clarification, follows up with help given, and welcomes feedback on their performance (both positive and negative). They are respectful of the mentor's time.<br />
The main thing both the mentor and the mentee must keep in mind is that they are in this relationship to witness a seedling that was planted grow and flourish into a strong, beautiful vine. A well nourished vine continues to grow, and from that, other seedlings can be planted. Thus the product of a successful mentor/mentee relationship could be the mentee one day becomes a mentor too. <br />
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com3tag:blogger.com,1999:blog-6875930464869344844.post-79859026366377794992017-02-15T14:53:00.002-05:002017-02-15T14:53:51.676-05:00Validating the CallerIt has been a while since I posted, and I apologize. I took a hiatus, but I am back.<br />
During the hiatus, I learned about something called motivational interviewing. You may have heard about it, and wonder how it can have anything to do with triage. It can work as a great compliment to telephone triage for that matter, and here is how.<br />
I have talked in previous posts about educating to comply. This is a very important part of triage. With motivational interviewing, you empower the caller to make the correct choices, and you make them a very importance part of that choice making without making them feel like they are being belittled or looked down upon. I think we, as triage nurses, are so caught up in getting from one call to another, that we tend to find ourselves repeating the same advice and instructions without considering the level of education of the caller or their knowledge of medication or diagnosis. If we are not careful with our approach, we can leave the caller feeling like they were not heard or we did not really help them with their problem at hand.<br />
The history of MI is marked by a consistent commitment to respecting and caring for the patient. The technique is to learn how to implement this spirit through the use of specific verbal techniques that guide ambivalent or resistant patients to change their current behavior or method for dealing with the problem at hand, and guiding them to seek the correct treatment.<br />
The first step is to establish an interpersonal connection that respects and honors the perspective of the caller. By not shaming or blaming the caller, the triage nurse can create a sense of safety that will allow the caller to be honest and open about the problem they are dealing with.<br />
One important step is to express empathy. If you have a caller that is dealing with a traumatic illness or occurrence in their lives, letting them know by your choice of words, that they have been heard, understood and respected, goes a long way. When the triage nurse empathizes with the caller, they are essentially telling them that how they are making sense of their situation matters to that nurse.<br />
For example, a mother of a 2 yr old with a fever for 3 days calls, and the child has no other symptoms or history, except that child finished chemo 6 months ago for leukemia. Chances are, the fever is related to a benign virus, but to this mother, it could mean the leukemia is back, and she is panicked. Choosing to say, "It is understandable that you would be so concerned",compared to "I understand why you are so concerned", could make a huge difference in how that mother perceives how much she feels you are really being empathetic and listening to her. Unless you have had a child with leukemia also, you cannot completely relate to what that mother is going through. So, to say, "I understand', compared to saying "That is understandable", can have a great bearing on the rest of the conversation, and the goal should be to assess the situation, educate on the correct choice for next steps, and any follow up the caller needs to make. If the caller feels they were heard and respected, they are more likely to listen to the triage nurse, follow the advice given, and be pleased with the outcome of the call. <br />
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-51042100125136246442015-10-14T13:34:00.000-04:002015-10-14T13:34:17.071-04:00Educating to ComplyEducation and triage fit together like icing on a cake. Triage is the cake, but it is just not complete without the education piece on top. Makes the entire call sweeter. It would not be a thorough triage experience without it. Callers need to understand what led the nurse to come to the appropriate disposition, and the more they understand, the more likely they are to comply.<br />
When educating the callers, information needs to be relayed on a level they can comprehend. You have to consider the fact that probably 30% of the callers are college graduates, and even fewer of those have any medical background. So, using medical terms, even as simple as asking if a cough sounds congested, may be more than some callers understand. Instead, asking if the cough sounds wet or dry might be a more appropriate phrase. If the caller then tells you that with that wet cough, the child is speaking in shortened sentences and wheezing constantly, and you instruct them to take the child to the ED, they need to understand the seriousness of the child's condition. It is our duty, as triage nurses, to instill enough fear to get the caller to comply.<br />
Should you tell them that their child will go into respiratory distress and die? Of course not. However, the diligent triage nurse would explain to the parent what is going on with the child that is causing them to wheeze and speak in shortened sentences, and if they wait, the child's symptoms could become much worse before morning. On the other hand, if the nurse just instructs the parent to take the child to the ED, and does not explain why, the parent might decide they do not want to go wait hours in the ED and decide to wait it out. This could result in detrimental consequences to the child.<br />
An experienced triage nurse said to me recently that telephone triage is like experiencing emergency room nursing over the phone. The draw back is you cannot see or touch the patient. This could not be more true. This simply means we have to work harder to empower the callers with information to help them to make the best choice for care that is agreeable by all and safe for the patient. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-78214754810513439582015-09-02T10:44:00.001-04:002015-09-02T10:44:29.197-04:00It's All About the Detective WorkWhen I think of the right way to triage, I think about how to be a good detective. Triage is about sorting through the details to get to the root of the problem, and isn't that what detective work is too?<br />
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With triage, you should have protocols or algorithms to follow that are symptom based. If you do not have these in place, then you probably do not have a safe triage program. However, so many nurses get so caught up in sticking closely to these guidelines that they do not allow themselves do think outside the box.<br />
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Let me give you an example. A mom calls about a child with a low temperature. The child's temp is 97.1R. In the conversation, the mom tells the nurse that the child was outside earlier in the day, in freezing temps, without proper winter clothing. After which, she came in, bathed and then started to appear as if she was really not feeling well. At that point, the mom decided to take her temperature. The child is now in bed, very fatigued, and barely responsive to mom. The nurse, hearing this, automatically starts thinking frostbite, and goes straight to that protocol. She shuts down the possibility of any other symptoms and fails to ask. She gives mom homecare advice to warm the child, and told mom to call back if symptoms do not improve. The mom follows the nurse's advice, and by morning, the child was rushed to the ED with symptoms of sepsis. If the nurse had opened her mind to other possibilities and asked if the child was recently treated for any illness or injury, or asked if she had any other symptoms present; she would have discovered that the child had just finished a course of antibiotics for a wound infection. The wound was not appearing better, and the mom intended to call the physician's office the next morning to report it.<br />
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We can never assume callers are telling us the whole story. It is our duty to ask for it. Many times, the caller assumes that certain information is not relevant and do not think that we need to know. Solving the mystery means asking for the details, sorting through them, following the appropriate guidelines, and coming up with a solution that is safe, agreeable by all, and is in the best interest of the patient. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com7tag:blogger.com,1999:blog-6875930464869344844.post-44426851548715853152015-07-22T13:43:00.000-04:002015-07-22T13:43:07.584-04:00"Good Help is Hard to Find""Good help is hard to find". How many times have we heard that one? It is actually not that good help is hard time, but often is hard to keep. There have been many articles, books and seminars on staff retention, and there are some great ideas that can be obtained. However, it all comes down to staff appreciation.<br />
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At NTTS, we make very effort to show our nurses that we care about them as an individual, not that they just have a nursing license. Speaking from personal experience, many nurses feel that is all their employer cares about, and if they died tomorrow, they would not be missed. They would simply move on to the next warm body.Organizations often will pay top dollar and offer great benefits to
their nurses, only to find they leave their positions within a couple of
years, leaving the employer scrambling to figure out whey the nurses
they hire don't stay. Sometimes, it is as simple as figuring out the
nurses feel under appreciated. <br />
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We show our staff that we are the exception. We make every effort to work with our nurses to provide them with a schedule that works for them. We have quarterly peer recognition awards for the one nurse who has the most nominations for being exceptional, in addition to recognizing birthdays monthly and bonuses for filling in on short notice and working extra when busy. Nurse's Week is never forgotten. We try to chose a practical personalized gift for our nurses to show our appreciation for their efforts, and sometimes....just a simple "Thank you" goes a long way. <br />
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Our nurses treat each other like family. They have been known to donate to a chronically ill nurse who could not work, visit each other when sick, and send flowers. Many of ours nurses have developed life long friendships even though they don't see each other day to day.<br />
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Yes, we occasionally do have turn-over, but many of our nurses have been here five years or longer. Our nurses take ownership in their position and in the company, and in return, the physicians we serve appreciate the quality of care their patients are receiving after hours. At NTTS, we recognize our nurses make our company exceptional. It is a winning relationship for all involved. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com3tag:blogger.com,1999:blog-6875930464869344844.post-42466536024745980162015-06-22T20:50:00.000-04:002015-06-22T20:50:12.472-04:00High Risk CallsPractically any call can turn out to be high-risk, but there are some that triage nurses should be especially attuned to. The typical ones that most think of are breathing issues, chest pain, abdominal pain, trauma, suicide and overdose calls. However, there are other red flag calls to be concerned about.<br />
If the caller is calling again for a 2nd and 3rd time during a shift, there is something they are very concerned about. This is the time that the triage nurse needs to hone in his/her assessment questions, and make sure there is not something there they are missing. This would be good time to ask, "So, what is it that concerns you that made you call tonight?" This is a perfect question to ask if the symptoms are not new, or you are having difficulty discerning why they are calling to begin with, and even more so, that they are concerned enough to keep calling back. Triage nurses should be really listening for any subtle changes, and if it is concerning enough, send them on to the ED. It is best sometimes for someone to actually lay eyes on the patient to really determine what is going on. This is especially true if the caller is a poor historian, and even the best assessment questions does not get the answers you are seeking, or if there is a language barrier. <br />
Newborn calls is another group to be especially attentive to. We have all dealt with nervous new parents who are concerned that their baby is crying. However, newborns can get sick very quickly, and we, as triage nurses, need to have assessment skills to be able to determine if that cry is normal or if there is something more serious going on. Newborn parents need extra time and attention, and alot of education!<br />
Medication calls could potentially be high risk calls as well. If the parent is requesting to know the dosage of acetaminophen or ibuprofen, we should be finding out why. Is it a fever of 105? A patient calls for an albuterol inhaler refill. How often are they using it? What are the symptoms now? Any respiratory distress? These calls should always be thoroughly assessed to make sure that the patient does not need a higher level of care, and that medication is appropriate. We should never take it for granted that the caller is capable of discerning this on their own.<br />
Telephone triage is about constantly assessing, planning, and thinking about the what-ifs. It takes keen listening and thinking skills to get the patient through to the next level safely. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-35292015973907782492015-03-27T23:08:00.000-04:002015-03-29T17:25:01.912-04:00Telephone Triage Is Not Just a Job Anyone Can Do............It is very difficult to explain the training that should be provided for telephone triage to someone who has no idea the complexity of the skill. Yet, we see front line people in offices and answering service personnel making triage decisions everyday, and the scary thing is, they do not realize they are making medical decisions without a license. Don't get me wrong, ancillary personnel are very important in the day to day operations of businesses, but you never want to put your business at risk by not having properly trained personnel in key areas.<br />
Anyone on the front lines of answering telephone calls should be very careful in their selection of answers when patients ask questions or with giving information such as urgent care availability. A good example of this would be if the patient calls and states they have a nosebleed and they are taking anticoagulants. If the receptionist says "You can go to the walk in at XYZ location, but I will put your call in to the nurse". That is giving medical advice. The patient could interpret that as they should go to the walk in to be seen, and not wait for the call. You might say, "Ok, so?" Here is the worst case scenario. The patient goes to the walk in. His nose is bleeding profusely. A quick INR fingerstick at the office shows it is 5.4. The office calls for an ambulance and he is sent to the ED. He ends up having Vitamin K and blood transfusions due to the amount of blood loss from the delay in treatment. He goes from there into CHF because of fluid overload from the transfusions, and .....well, you get the picture? And with any luck, some good malpractice attorney somewhere does not pick up on it.<br />
Here is another scenario. The receptionist at the office has been there for 15 years and knows the ins and outs of everything about the office. She takes a call from a 45 year old female patient with what she thinks is a left shoulder strain. The receptionist, not being medically trained, and not knowing other questions to ask, says "Ok, I will let the nurse know, and she will call you back before lunch". The patient does not make it until lunch. Her husband found her slumped over in the bathroom one hour after the call in cardiac arrest. <br />
Telephone triage is a highly skilled specialty that requires a licensed nurse, preferably an RN, as LPNs must be under the direct supervision of the RN. Even still, the nurse in that position must have received individualized further training on the skills required to perform the job safely. It should not be taken for granted that anyone can answer calls from sick patients. There should be specific protocols in place for non trained personnel on how calls should be handled. It is just not worth the risk not to. <br />
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com6tag:blogger.com,1999:blog-6875930464869344844.post-88447253701348573902015-01-17T20:48:00.001-05:002015-01-17T20:48:09.820-05:00Callers Teach Us.........Seasoned telephone triage nurses know that a good majority of the time spent with callers is all about education. We teach them causes of symptoms; symptom management; medication management; and parameters to watch for that could indicate an urgent need for evaluation. However, have we stopped to think about how much our patients teach us?<br />
Listening Skills: I know that in the years I have been doing triage, my listening skills have become much more sharpened in everything I do, not just triage. During a call, I am listening for the tone of the caller; breathing sounds of the patient; history of what led to the call and symptoms. In my day to day conversations, I also find that I am paying closer attention to what others are saying and discerning if there is an unspoken meaning or need.<br />
Patience: During flu season, there is nothing like having a chatty caller on the line while you are worried about how many respiratory emergencies are waiting in the que. Telephone triage teaches you that the chatty caller is just as important as the respiratory emergencies that are waiting, and they have a need that is just as urgent to them as any of the others. It is up to us, as a specialized practice, to assist them with that need.<br />
Multitasking: There is nothing like trying to carry on a conversation with a caller and attempt to get a complete history of the problem while a physician is calling you on the other line, It means you have to put that caller on hold, switch gears for a minute, and then come back to that caller and re-focus on their need. Let's not forget monitoring the que, answering a co-worker's question, and seeing an urgent e-mail that needs to be answered at the same time. It changes your way of problem solving, and I know it carries over into other areas of my life as well. I find myself thinking for most day to day problems, "What is the fastest way to come to a solution?"<br />
Compassion: It is often said that nurses are naturally born compassionate people, I believe this is true, and even more true in telephone triage. Many times, we receive calls that deal with raw emotion and urgency. Often callers find it easier to open and honest with telephone triage nurses than they do their own physician's office. They are not face to face with us and therefore, it decreases feelings of embarrassment or anxiety. If we are truly listening to their concerns, we realize they value our knowledge and depend on us to help them solve their personal crisis. This has taught me that their mountain they are facing is huge to them, and given their situation, I would want a caring, compassionate voice on the other end of the line. <br />
In the years since I have been in telephone triage, I have learned much more than can ever be documented, and many of the callers I have encountered have taught me many valuable life lessons. If they only knew........<br />
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<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com1tag:blogger.com,1999:blog-6875930464869344844.post-70527775903054174412014-10-23T12:43:00.002-04:002014-10-23T12:43:18.328-04:00Calming FearsWith Enterovirus and Ebola being all over the news, it is natural for parents to worry when their child gets a fever or develops cold symptoms. Nurses may think the parent is over-reacting or being too anxious, but you have to put yourself in the layman's shoes. If you had no medical education, and all the information you had was what you heard on the news or searched on the internet, you would be scared too. I mean, after all, that is how the news gets ratings. They dramatize the story.<br />
As a triage nurse, you have to be well educated on the current medical conditions that are making their way across the country and the globe. You cannot expect to educate callers and calm their fears if you are not sure about what you are educating them on, and you have to remember, they can tell in your voice if you are confident. Nothing increases a caller's anxiety more than to speak with a nurse who is hesitant in their advice. Most likely, they will get upset with you, and even demand to speak with a physician at that point.<br />
How do you educate yourself so that you know you are giving the correct advice? Besides following the guidelines or protocols set into place by your organization, some reliable internet sites are good ways to keep abreast on current trends and treatments. One site to reference is the CDC, and another good pediatric reference site is the American Academy of Pediatrics. When doing internet searches, please keep in mind, you want to only use credible sites.<br />
One last point is you must be comfortable in your role. That comfort will be transmitted to the caller, and they will likely follow the advice you give if they trust you and feel you are knowledgeable in your discussions. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-79709547783939414132014-08-25T09:00:00.001-04:002014-08-25T09:00:15.960-04:00Time ManagementLet's face it. Anyone who has ever done telephone triage knows this can be the most mentally challenging job you might ever do. It is not an easy endeavor to take on. Not only do you have to be a quick thinker and problem solver, but you must be able to coordinate looking at protocols, listening to the caller, typing and thinking of a plan....all at the same time. To be efficient and proficient, you must be able to utilize your time wisely.<br />
One of the things I try to instill in new nurses, is to be organized. You cannot be organized enough in this position. If someone were to look at my desk, they might not think that of me, but there is a method to my madness. I know where everything is, and I can access it in a minute. I also have notes stuck everywhere as reminders and quick access if I should need it. Not everyone would be able to function like this, but it works for me. That is what matters. You have to set up your own system.<br />
Another thing is, when you are actually taking calls, you have to be aware of the length of time you are on the call. I am not saying you should rush through it and miss important assessment information, but you should be taking control of the call. If you allow the caller control from the beginning, you may never return. We all know that many callers want to tell you everything about their life, and much of what they want to talk about is not pertinent to the call. If you begin the call with asking assessment questions, such as "So I see you are calling because John has a fever. When did this fever start?", it allows you to get the information you need much more quickly and keeps the caller focused. Saying, "What can I help you with?" is a very broad question and makes it harder to keep the call under control.<br />
Another thing I find nurses do is skip around. It works much better to gather all of the assessment information first, and then give the advice. If you stop in the middle of the call to give fever advice and then go on to assess cold symptoms and give advice for that, it is more time consuming. Also, how can you give complete advice if you don't have the whole picture? After all, we know that one symptom can influence another.<br />
Finally, I encourage nurses to think outside the box. You should never be so focused on protocols that you miss the big picture, and don't get yourself caught up in little unnecessary details. For instance, I have seen calls regarding immunization reactions where most of the child's arm is very red and swollen and the nurse gets caught up in what kind of immunization they had. That is great if the parent knows, but the ultimate outcome is they need to seen asap to have it evaluated. Give them the necessary advice, and move on. There are other calls waiting.<br />
You cannot be a successful telephone triage nurse overnight. It takes time to learn and change the way you think. It is not like any other area of nursing you have experienced. <br />
<br />Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-35134996749758804232014-07-09T10:49:00.002-04:002014-07-09T12:29:04.406-04:00Smile. Your callers will know it. <br />
Every since I began doing triage, I have heard, "Smile while you are talking. Your callers will know you are". When I first heard that, I thought it sounded silly, but have since come to realize it is true. If you are smiling, people know it. According to an article on Discovery, human beings can differentiate
vocal intonation not only between a smile and a non-smile but among
different types of smile. “Smiling affects how we speak, to the point
that listeners can actually identify the type of smile based on sound
alone…”<br />
Our callers need to know that they are being heard, appreciated, and supported. I cannot think of a better way than adding smiling to our phone etiquette. If the caller feels that they had a good interaction with you, then they are more likely to listen to your advice and follow it. In return, they will give positive feedback to their physician's office and everyone benefits.<br />
So, the next time you pick up that phone, ask yourself, "Are you smiling?" Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com2tag:blogger.com,1999:blog-6875930464869344844.post-40293961911691585012014-05-20T21:50:00.003-04:002014-05-20T21:50:34.636-04:00Our Callers Make Us Who We Are<br />
So many times, we hear that the people we surround ourselves with is what makes us who we are. In telephone triage, our callers help to mold us into the triage nurses we become. When you are a telephone triage nurse, it is as if you have been invited into the callers home and have been allowed to enter their personal space. We often get to witness the raw emotion that we otherwise would not experience in any other specialty area. In return, sometimes, there is that one caller you just cannot get off your mind, because somewhere, they touched you. They brought you a dose of reality. They reminded you that people's lives are not as perfect as they sometimes seem, and they give you a sense of appreciation for the little problems you think you have. You realize that there are patients who are really hurting. and they need us.<br />
One such caller, that I often think of from time to time, and wonder how her situation turned out and how she is today, is a young mother who was dealing with a young child with depression. She started the call by telling me her nine year old son had been asking her what depression and suicide meant. He told her he was thinking about it after seeing a TV commercial for anti-depressants. She had assumed she had explained it to him and everything was ok, until days later, he confessed to her, with tears in his eyes, that he had voices in his head telling him to hurt himself but he did not want to. He was crying out to her for help.<br />
I started thinking that maybe the child's imagination had gotten the best of him after seeing the commercials, and maybe the mom was over anxious. However, my heart sank when she told me through her tears that the child's father had committed suicide when he was an infant, and she had never told her son how his father died. At that moment, I wanted to reach through the phone line and just give her the hug she so very much needed. <br />
This mom knew what she was facing, and she knew exactly what she needed to do. She just needed someone to give her permission to do it. After advising her to take her child to the ED for an evaluation, she voiced to me that she knew that was the next step. She just needed someone to listen and validate her as a mother. My heart was breaking for her. The call ended after she was able to gain some composure, and she thanked me for listening.<br />
I never knew that outcome of that call, and I often wonder how she is. When I do, I say prayers of thanks for the little things I call problems, and I regain perspective. I hug my kids a little closer; tell my husband I love him more often; spend an extra minute with my dog; and appreciate the little things we take for granted.<br />
Yes, my callers make me who I am, and they sometimes teach me to be a better person. Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com3tag:blogger.com,1999:blog-6875930464869344844.post-45233526400961604162014-05-02T14:19:00.000-04:002014-05-02T14:19:22.571-04:00Happy Nurse's Week!In thinking about National Nurse's Week, next week, I have been reflecting back to Florence Nightingale and how the nursing profession evolved. Boy, has it ever changed in just the last 20 years!<br />
When I graduated nursing school, we still had the caps and white uniforms, and hardly a school issues caps anymore. I understand the whole theory about being more modern, and even the infection control risks with caps. However, to be given those stripes to add to those caps meant something, and we wore them with pride, and do you remember the first time you signed your name with R.N. behind it? I do, and the sense of accomplishment was like no other.<br />
Even though nursing schools and facilities do not adhere to the traditional uniforms anymore, we as nurses, should never falter in taking our profession just as seriously. The most recent gallop polls still rank nursing as the most trusted profession based on honesty and ethical standards. Wow, that's alot to live up to!<br />
Here at NTTS, we salute our nurses, and we thank them for keeping both company and professional nursing standards. Our nurses are what enables us to continue to provide quality patient care. We also never cease to salute our first nursing leader.....<br />
<br />
<i> I solemnly pledge myself before God and in the presence of this
assembly, to pass my life in purity and to practice my profession
faithfully. I will abstain from whatever is deleterious and mischievous,
and will not take or knowingly administer any harmful drug. I will do
all in my power to maintain and elevate the standard of my profession,
and will hold in confidence all personal matters committed to my keeping
and all family affairs coming to my knowledge in the practice of my
calling. With loyalty will I endeavor to aid the physician in his work,
and devote myself to the welfare of those committed to my care.</i><br />
<br />
Thank you Florence Nightingale for all you did to help us become a profession to be proud of, and thank you NTTS nurses for the quality care you provide every day!<br />
<i>Happy Nurses Week!</i>Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com1tag:blogger.com,1999:blog-6875930464869344844.post-18686680465107090822014-02-23T20:36:00.002-05:002014-02-23T20:36:30.022-05:00Overcoming The Challenges of a Virtual Environment<!--[if gte mso 9]><xml>
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To describe managing nurses in a virtual call center as “challenging”,
would be the best summation I can think of. Nurses, as any other employee,
have their own personalities and gifts they bring to the workplace and it can
be difficult to really get to know your staff members when you are in a virtual
office environment. However, we have done quite well in creating an environment
where our nurses can feel valued, as well as feel that we recognize them as
individuals. </div>
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Our staff connects via monthly newsletters, birthday
recognition, and peer nominated awards. These are just a few of the ways we
relate to each other, even though many are miles apart. Emails are a main
source of communication, as well as texting, and social networking sites like
Facebook or Linked In. We also hold quarterly virtual staff meetings to
communicate any updates and to give staff members an opportunity to discuss any
issues. </div>
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For anyone that feels working in a virtual office environment
would be isolating, that would only be if you allow it. Technology can be used
to accomplish virtually anything. It just takes a little effort, and it is
amazing the friends and “family” you can make right from your own home office. </div>
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<br /></div>
Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com1tag:blogger.com,1999:blog-6875930464869344844.post-41923050850150899722014-01-01T12:16:00.003-05:002014-01-01T12:16:55.100-05:00Managing Difficult Callers<!--[if gte mso 9]><xml>
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Happy New Year to all. As I sit here, thinking about how to make a
difference in the New Year, and how to motivate others do the same, the first
thing that comes to mind is managing difficult callers. I am sure that anyone
who has done triage for very long can think of at least one instance of dealing
with a difficult person.<br />
I personally feel these callers do not intentionally set out to be rude and
to make our lives hard. By the time they have reached us, most of the time,
there has been a series of events that have led to frustration, and the caller
just wants to know they are being heard. It does nothing but increase their
frustration if the nurse does not take a moment to really listen to their
concerns. When I get one of these callers, I stop, take a deep breath and give
them a moment just to be heard. The next step that I have found to be effective
is to apologize. Sure, I have nothing to apologize for personally, but I want
the caller to know that I am sorry they have not been treated the way they feel
they should have. If I can then fix the issue for them, I do. If I cannot, I
explain to them why I can’t, and at the same time, offer them some advice on
how they can approach the issue for the best resolution possible. All the
while, I assure them that their concerns will be documented and encourage them
to follow up with their physician’s office the next business day. <br />
One of the worst things the nurse can do is say, “I know how you feel”.
Unless you have walked in that person’s shoes, you could not possibly know how
they feel. We also need to remember, that even though we may have experienced
similar circumstances, we are not the caller, and everyone handles every situation
different. Sharing personal information about having gone through similar
situations can sometimes be appropriate if you think it will reassure that
caller and make them not feel so isolated, but never give them advice that
would contradict protocols or procedures.Also, never give advice that does not show cohesiveness with their physician's office. <br />
Dealing with problem callers is very draining mentally and emotionally, but
after all, when we took the Florence Nightingale pledge as nurses, we promised
to do our best to care for our patients. Even though no one likes these kinds
of calls, we need to stop and remember these are people with real needs, or
they would not be calling. What seems minor to us, could be a mountain to them.
<br />
Wishing everyone a healthy, blessed 2014. Make it year to make a difference
to someone. <br />
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<![endif]-->Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com3tag:blogger.com,1999:blog-6875930464869344844.post-30821206833034678342013-10-15T23:17:00.002-04:002013-10-15T23:27:00.427-04:00Review for the Flu Season Ahead<!--[if gte mso 9]><xml>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">With the upcoming flu season just around the corner, triage
nurses everywhere are preparing for the busy season ahead. Most people overcome
the flu with little complications, but we must keep in mind those that are at
higher risk and what we, as nurses, can do to recognize signs of complications
and give the most appropriate advice to decrease the risk to the patient. </span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">Those that are at highest risk include:</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">*Children under age 2</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">*Adults over age 65</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">*Persons with chronic pulmonary (including asthma),
cardiovascular (except hypertension alone), renal, hepatic, hematological
(including sickle cell disease), metabolic disorders (including diabetes
mellitus) or neurologic and neurodevelopment conditions (including disorders of
the brain, spinal cord, peripheral nerve, and muscle such as cerebral palsy,
epilepsy [seizure disorders], stroke, intellectual disability [mental
retardation], moderate to severe developmental delay, muscular dystrophy, or
spinal cord injury)</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">* Persons with immunosuppression, including that caused by medications
or by HIV infection</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">* Women who are pregnant or postpartum (within 2 weeks after
delivery)</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">*Persons aged younger than 19 years who are receiving
long-term aspirin therapy</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">*American Indians/Alaska Natives</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;">* Persons who are morbidly obese (i.e., BMI is 40 or
greater); and</span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;"><span style="line-height: 115%;">*</span><span style="line-height: 115%;"> Residents
of nursing homes and other chronic-care facilities.</span></span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;"><span style="line-height: 115%;">Calls,
where the patient falls into one of the above categories, and they are
exhibiting flu like symptoms should be high priority, and would be candidates
for anti-viral medications. For these medications to be most effective, they
should be started less than 2 days of onset of flu symptoms. Patients should be
encouraged to consult their physician’s office by the next day to discuss this
treatment. However, if the office is closed, the nurse may often find
themselves contacting the physician on the patient’s behalf to get treatment
started immediately. </span></span></span></div>
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<span style="font-family: Times,"Times New Roman",serif;"><span style="font-size: small;"><span style="line-height: 115%;">In
addition to giving the usual advice for fevers, hydration, and minor upper
respiratory symptoms, we should be educating callers on warning signs or red
flags that could indicate more severe symptoms that they should seek immediate
medical attention for. These symptoms would include very high fevers, fevers
that are not responding to medications, increased weakness and lethargy,
decreased levels of responsiveness or confusion, signs of dehydration, and
labored breathing. I cannot stress education enough. If the caller and/or
patient are armed with the necessary information they need, they are more
likely to recognize early warning signs and seek further treatment more
readily, thereby decreasing mortality and morbidity rates. </span></span></span></div>
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<div class="MsoNormal">
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<div class="MsoNormal">
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Nurse Triage Bloghttp://www.blogger.com/profile/13924100620374009398noreply@blogger.com1