Why is training in telephone triage so essential?
All training should be designed to facilitate the transfer of previous knowledge and skills from known areas of expertise to new areas. Further, training can reduce some of the uncertainty and enhance decisionmaking. Thus, it builds confidence while providing a feedback loop for participants to answer questions. Training offers a low stress opportunity to “try out” the new product – further enhancing staff buy-in. Finally, it helps to assure that the protocols will be used correctly and consistently, a practice that enhances risk management.
