Nurse-Led Telephone Triage in Contemporary Healthcare: Bridging the Gap Between Patient Need and Resource Allocation

TL;DR

Nurse-led telephone triage is a safe and effective way to improve patient access to care while managing healthcare resources efficiently.

Contribution

This review compares nurse-led and physician-led teletriage models and explores the role of AI in enhancing their effectiveness.

Findings

Nurse-led teletriage systems can improve patient access to care without compromising safety.

Physician-led models show high accuracy but may be less cost-effective for general use.

AI has potential to enhance teletriage but requires further validation in this context.

Abstract

Background: Nurse teletriage has emerged as a component of modern healthcare delivery, utilizing telecommunication technologies to assess patient conditions remotely and guide appropriate care decisions. As healthcare systems face increasing demand and the need for cost-effective care delivery, teletriage services have expanded, particularly following the COVID-19 pandemic. Objective: This narrative review examines the current state of nurse teletriage practice, its effectiveness, safety outcomes, and implementation considerations. A comparative analysis with physician-led teletriage models is provided, and the emerging role of artificial intelligence is explored. Methods: A narrative review of the literature was conducted through searches of multiple databases including PubMed/MEDLINE, CINAHL, Cochrane Library, Embase, Web of Science, and Google Scholar. This approach was selected due to the heterogeneous nature of the teletriage literature, which spans diverse study designs, populations, and outcomes that are not amenable to formal systematic synthesis. Peer-reviewed articles published between 1970 and 2024 examining safety outcomes, effectiveness, and implementation frameworks were reviewed. Results: The available evidence suggests that nurse-led teletriage systems, particularly when supported by computerized decision support systems, can improve patient access to care while maintaining safety standards. Studies indicate that telephone triage nursing does not increase mortality, hospitalization rates, or emergency department referrals when properly implemented. One well-documented physician-led model in Israel reported diagnosis accuracy rates of 98.5% and decision reasonableness rates of 92%, though generalizability across settings requires caution. Key success factors appear to include the use of evidence-based protocols, staff training, technology infrastructure, and quality assurance programs. While these findings are promising, the heterogeneous nature of the included studies and absence of formal quality assessment warrant cautious interpretation. Conclusions: Nurse teletriage appears to be an effective and safe approach to healthcare delivery that addresses challenges in modern healthcare systems. The choice between nurse-led and physician-led models should consider population complexity, case types, available resources, and economic factors. Artificial intelligence technologies offer potential opportunities to enhance teletriage, though careful validation is essential. Future research should focus on long-term outcomes, comparative effectiveness across healthcare systems, and rigorous evaluation of AI applications. Highlights: Telephone triage services, where nurses or physicians assess patients remotely and guide them to appropriate care, have become increasingly important in modern healthcare. This narrative review examines the evidence on nurse-led telephone triage, comparing it with physician-led models and exploring emerging technologies like artificial intelligence. The available evidence suggests that nurse-led systems, when supported by appropriate protocols and training, can safely improve patient access to care while reducing healthcare costs. Physician-led models may offer advantages for complex cases but at higher costs. While artificial intelligence shows promise for enhancing triage accuracy, current evidence specific to telephone triage remains limited. Healthcare organizations should carefully consider their population needs, available resources, and local context when implementing teletriage services.