In this case, the nurse stereotyped the caller and her symptoms by assuming that elderly people aren't sexually active. Placing too little faith in the caller is a dangerous practice. Later, the nurse learned that the young woman had suffered a myocardial infarction and survived only because she received immediate medical care. failing to identify hidden agendas. When a caller reports symptoms that seem minimal or involve a cloudy history, look for hidden agendas. He may want reassurance or a way to deal with his fears.
Reassurance is an appropriate use of telephone triage.
These calls eliminate unnecessary appointments, saving the caller and facility both time and money. Even calls that seem inconsequential require persistence and patience. The nurse determined that the girl had no signs of allergic reaction by asking the mother specific questions. Then she told the mother to apply ice and meat tenderizer to the beesting site. Two days later, the mother brought the child to the ED with symptoms of acute chemical conjunctivitis and possible blindness.