Telephone Triage Scenario Explained for Students (Easy Guide)
This question focuses on applying theory to practical scenarios.
What This Question Is About
This question relates to telephone triage scenario and requires a structured academic response.
How to Approach This Question
Focus on explaining concepts clearly and supporting them with examples.
Key Explanation
This topic involves telephone triage scenario. A strong answer should include explanation, application, and examples.
Original Question
TELEPHONE TRIAGE Scenario: You are the MOA in a busy family practice. The following calls come in to your office. For each situation, respond in the most appropriate manner. How would you handle each call? If it is for your physician, do you put the call through? Do you take a message? Can you handle the call yourself? Provide a brief explanation for each example. “Hi, my mother was in to see the doctor yesterday. Ever since then she has been quite upset. She won’t talk to me about it. I want to know what is going on.” “Hi, this is the nurse from labour and delivery at the hospital. I have one of your doctor’s patients here, and I believe she is in labour. Could I please speak with the doctor?” “Hello, I would like to make an appointment to see the doctor. I am having some chest pain, and find it a bit hard to breathe.” “Hi, this is Mary Sutherland, I have an appointment on Friday afternoon to see the doctor, but I am not going to be able to make the appointment.” “Hi, I would like to make an appointment to see the doctor. I had my X-ray done yesterday, and let me tell you, it was quite an ordeal. First, I had a hard time getting down to the hospital. Then, I got lost… I’m not sure how that can even happen, but then this really nice lady offered…” “Hello, this is Ryan calling from Apotex Pharmaceutical. I am the new drug rep who as been assigned to your area. I would like to drop in later this week with some samples and to meet with your doctors.” “Hi, I am wanting to have my prescription for Valium refilled by the doctor. Could he just phone it in to my pharmacy?” “Hi, this is Karen Olson, my son Ben has a sore throat, can you get the doctor to call in a prescription for antibiotics?” “Hi, this is Samantha calling from the ICU, I need to speak with the doctor regarding urgent orders for one of his patients that was admitted this afternoon.” “I have been trying to get through to you for over an hour. What is wrong with you people? Do you leave the telephone off the hook? Don’t you realize that there are sick people wanting to get in touch with you? Can’t you afford another telephone line? This is ridiculous!”
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