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Clinical Training
Telehealth Nursing Triage Playbook
Simulation-based triage training for telehealth nurses — reduced call escalations and improved documentation quality.
198 views
7/20/2024
ADDIE Process
Analyze
Identify needs, learners, and goals
Design
Create learning objectives and strategy
Develop
Build content and materials
Implement
Deploy training to learners
Evaluate
Measure effectiveness and iterate
Analyze
Identify needs, learners, and goals
Design
Create learning objectives and strategy
Develop
Build content and materials
Implement
Deploy training to learners
Evaluate
Measure effectiveness and iterate
Project timeline
2 updates
May 1, 2024milestone
Shadowing & call analysis
Jun 15, 2024milestone
Simulation prototype with nursing council
Overview
Telehealth volume doubled post-pandemic. Nurses needed a shared mental model for triage, documentation, and escalation without losing the human touch.
Deliverables:
- Interactive triage decision trees
- EMR-agnostic documentation prompts
- Escalation scripts aligned with medical director protocol
The Challenge
Inconsistent triage decisions across shifts led to patient frustration and downstream clinical workload.
The Solution
Branching simulations with voice-first prompts, timed documentation drills, and a lightweight “confidence check” before handoff.
Results
Pilot cohort: 31% fewer escalations, 18% faster average handle time, improved QA scores on documentation.
Tools Used
Storyline 360
Vyond
Miro