Telephone Triage

Telephone Triage pdf epub mobi txt 电子书 下载 2026

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出版者:
作者:Wheeler, Sheila Q.
出品人:
页数:436
译者:
出版时间:2009-5
价格:$ 79.10
装帧:
isbn号码:9780071598002
丛书系列:
图书标签:
  • 电话分诊
  • 急诊医学
  • 护理
  • 医疗指南
  • 临床决策
  • 患者评估
  • 电话咨询
  • 医疗服务
  • 健康信息
  • 医学参考
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具体描述

The Most Comprehensive and User-Friendly Adult Telephone Triage Protocols Available - From a Pioneer in the Field "This is a well thought out and organized tool for those involved in telephone advice and triage. It has many unique features not normally found in triage protocols, including research related to medical error, decision support, and critical thinking. The references are extensive. It is a necessary addition to the library of anyone involved in telephone triage and this update is an essential replacement for the previous protocols book. 3 Stars."--Doody's Review Service Written by Sheila Wheeler, one of the world's leading experts in telephone triage, this functional reference provides the guidelines nurses need for the safe, effective, and fast disposition of 1,000+ health related problems by telephone. Organized by anatomical site and written in lay language, Telephone Triage eliminates the extra step of translating home treatment, first aid, or self-assessment instructions when performing telephone triage with the layperson. The format incorporates a critical-thinking process that mimics how nurses naturally solve problems in real-world situations. This "4 in 1" package contains everything you need to implement a telephone triage program: Comprehensive training, protocols, standards and a CD with case studies for analysis and critique, plus an optional telehealth continuing education website. Features: Users Guide - complete with insightful FAQs Protocols - wide-range of common diseases including Women's Health Documentation Form - ensures proper procedure, documentation, and risk management Standards - Comprehensive practice standards for practitioners and programs CD-ROM - contains 10 case studies for discussion and analysis Continuing Education -An accompanying website to earn CE credit online, at www.teletriage.com Representing the latest research and standards in the field, Telephone Triage is the ultimate resource for the triage nurse.

《Telephone Triage》是一本旨在帮助读者更全面地理解电话服务与客户支持系统之间关系的书籍。这本书以实际案例为核心,深入探讨了不同类型的电话咨询需求,以及如何通过有效分配资源来提升整体用户体验。内容覆盖广泛,从基本电话操作到复杂问题解析,无不体现出对用户需求的细致关注。读者将能了解如何识别客户关心的问题、选择适当的支持渠道,并在过程中保持专业与礼貌交流。这本书强调,电话服务不仅是技术层面的操作,更需要高度的人文关怀,以满足多样化用户的期望。 书中详细介绍了各种常见客户问题的应对策略,例如通话不通过、信息缺失或问题复杂度较高的情境。在这方面,作者提出了一系列实用技巧和流程设计思路,帮助读者更好地处理紧急情况。同时,书中还强调了员工培训的重要性,指出仅凭设备而不具备应对能力的沟通方式难以达到理想效果。通过具体场景模拟,读者能够更直观地理解如何在不同压力下保持冷静与清晰的表达。 此外,这本书探讨了电话服务的整体管理理念,从客户满意度、响应时间到问题解决效率,都被详细分析。作者不仅关注技术实现,更注重用户体验的提升。书中还引入了数据驱动的方法,帮助读者通过收集和分析客户反馈,不断优化电话服务流程。这种对数据与实践相结合的视角,使得内容更具实用价值。 总体而言,《Telephone Triage》不仅是一本技术参考手册,更是一部强调沟通技巧、情商和系统管理的综合性读物。它旨在为管理者、客服人员以及相关从业人员提供全方位的指导,帮助他们更有效地应对电话咨询挑战。书中通过丰富的案例与科学的方法论,为读者打开了一扇理解复杂客户需求的窗口,提升了整个服务体系的协调性和专业性。这本书对任何希望提升电话服务质量的人群都是一个有价值的学习资源。

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