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Telephone triage is when a medical professional, usually a registered nurse, speaks by telephone to a patient and assesses the patient’s symptoms or health concerns and offers advice.

This is done utilizing clinical protocols that help the nurse determine the severity of the patient’s health issues and rank them according to urgency. Telephone triage nurses educate patients and guide them to appropriate care.

Telephone triage services are offered by health care facilities, often for physician’s offices to take calls from patients trying to contact the doctor.