Improving patient care with the use of telephone consultations

Use of telephone consultations has increased in primary care settings in recent years, and these are often provided by nurse advisers. When conducted correctly, telephone consultations can be a highly efficient and convenient method of giving immediate medical advice to patients, but all patients should have an individually tailored experience. A quick and proficient assessment should be carried out in a confident, yet reassuring tone, and an appropriate course of action established that benefits the patient. This article outlines the risks of implementing this type of service and the skills nurses need to provide it.

Sally-Anne Pygall discusses the benefits of telephone triage, its risks and how nurses in primary care can ensure they offer a sympathetic ear