Fifield M
Aust J Adv Nurs. 1995 Summer;13(2):5-9.
A survey was conducted of the telephone callers who sought advice from the accident and emergency department of a 250 bed public hospital. The aim of the one month long survey was to determine the extent of the department's telephone triage and whether there was a need for formal protocols that reflected the medical and legal responsibilities attached to giving health-related advice by telephone. The study found that 206 calls seeking advice were received; 79% of calls were of less than five minutes' duration and 40% were made between 6pm and 12mn. Callers were advised by the registered nurses or doctors who happened to answer the telephone and there were no guidelines and no documentation of calls. As a result of the study, the Riverina Health Service instituted telephone triage protocols for all hospitals in its area and nurses now receive inservice education about their telephone triage role and responsibilities.
对一家拥有250张床位的公立医院急诊科的电话咨询者进行了一项调查。为期一个月的调查旨在确定该科室电话分诊的程度，以及是否需要制定正式的规程，以反映通过电话提供健康相关建议所附带的医疗和法律责任。研究发现，共接到206个咨询电话；79%的电话时长不到五分钟，40%的电话是在下午6点至午夜12点之间打来的。接听电话的是碰巧在场的注册护士或医生，他们在提供建议时没有指导方针，也没有对电话进行记录。这项研究的结果是，里弗赖纳卫生服务中心为其辖区内的所有医院制定了电话分诊规程，护士们现在接受关于其电话分诊角色和职责的在职教育。
