"Telephone triage is a major vehicle in offices, clinics, and other ambulatory health care settings for assessing patient symptoms or complaints, determining their acuity, and planning initial management strategies. Most outpatient practices are extremely busy, so telephone triage protocols can assist the nurse with this responsibility, ensuring safe, effective, and appropriate care. Protocols are at the heart of telephone triage practice. The Telephone Nursing Practice in Urology, 2nd Edition protocols are guidelines designed to assist in assessment and care planning. Each protocol includes: Etiology Assessment Questions Recent Urologic Procedures Other Urologic History Symptoms and Disposition/Advice Section for adults and pediatrics if applicable. Since most urology patients express health care needs on the telephone in addition to describing symptoms, telephone nursing practice goes beyond triage (addressing symptoms). The role for the nurse on the phone has expanded to including patient teaching, coaching, offering reassurance, suggesting resources, and problem solving. The RN is well suited for this role because professional nursing practice is responding to patient needs through assessment, identification, planning implementation, and evaluation. Content includes a Documentation Form, Protocols and Supplemental Teaching Information, Patient Phone Information for Common Urologic Concerns, Home Care of Common Urologic Tubes, and Postoperative/Post-Procedure Home Care and Concerns. Clinical areas covered include blood in the urine, flank pain, urinary frequency, painful urination, decreased output, pelvic pain, scrotum/testicle, penile problems, brachytherapy, clean intermittent catheterization, erectile dysfunction, sexually transmitted infections, catheter problem assessment, home care of indwelling catheter, home care of suprapubic catheter, external catheters, home care of nephrostomy tube, home care of Jackson-Pratt drain, home care of ureteral stent. In addition, the manual contains postoperative instructions related to bladder suspension, circumcision, radical cystectomy, stone extraction, nephrectomy, radical prostatectomy, TURP, TURBT, vasectomy, and vasovasotomy.
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