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https://www.researchgate.net/publication/273468136_Safety_of_Clinical_and_Non-Clinical_Decision_Makers_in_Telephone_Triage_A_Narrative_Review

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Sheila Quilter Wheeler
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The field of telephone triage is plagued by erroneous assumptions about who is qualified to assess patient symptoms by phone. Clerical staff with little or no clinical training are not qualified to perform even preliminary symptom assessments. They can, however handle an array of other non-clinical phone tasks. Clinicians are best qualified to assess patient symptoms, and should not be burdened with administrative calls, better handled by clerical staff.