UICC World Cancer Congress 2006

The role of an Oncology Telephone Triage Nurse is to provide a complementary, supportive mode of care, via telephone communication, for ambulatory oncology patients receiving treatment. The Telephone Triage Nurse uses keen assessment, sharp critical thinking and superior communication skills, to effectively evaluate calls and implement appropriate strategies to address the multiple needs of the ambulatory cancer patient. At the Hematology/Oncology Day Hospital of the National Institutes of Health, nurses work with oncology patients receiving phase I and II clinical trials. Questions on symptom management, lab values, catheter care and infusion pumps are a few of the common concerns addressed by the nursing staff. Nurses collaborate with patients and health care providers from around the world to promote optimal patient outcomes while maintaining the integrity of the research protocols. Due to the growing patient census in the outpatient area, and the increased intensity of the patient care needs, the day hospital staff identified the need for a dedicated telephone triage nurse.

Objective: This abstract will describe the process of role development, implementation and evaluation of a telephone triage nursing role in our diverse setting.

Methods: The Plan, Do, Check, Act (PDCA) Model will serve as a conceptual basis for assisting with problem identification, development of methods for tracking calls, quantifying time, and identifying areas of system improvement.

Results: With thoughtful planning, the use of an Oncology Telephone Triage Nurse will be instrumental in fostering seamless care and demonstrating best evidenced-based practice for the oncology patient throughout the treatment continuum.