Date of Conferral
3-11-2026
Degree
Ph.D.
School
Nursing
Advisor
Janice Long
Abstract
Telephone triage nurses routinely assess symptoms and make clinical decisions without visual contact, which introduces complex communication challenges. Language differences, emotional distress, cultural misunderstandings, and the absence of visual cues may influence how symptoms are described, interpreted, and acted upon during telephone encounters. The purpose of this qualitative interpretive description study, guided by Peplau’s theory of interpersonal relations, was to explore how RNs experience and manage communication barriers in telephone triage practice. Six RNs with recent experience in telephone triage participated in semistructured interviews, and the data were analyzed using interpretive description and thematic analysis. Findings indicated that participants relied on vocal tone, pacing, and clear explanations to establish rapport; used structured questioning and teach-back techniques to confirm understanding; adapted language to meet callers’ needs; and regulated their own emotional responses to maintain calm during challenging calls. Participants also described strategies for navigating linguistic and cultural differences and compensating for the lack of visual assessment. These findings highlight the need for continued examination of how communication strategies are supported, taught, and applied across diverse telephone triage settings. The results may inform communication training, triage protocols, and workplace support for nurses, with potential implications for positive social change, including improved safety, equity, and person-centered care in telehealth environments.
Recommended Citation
Huddleston, Stacy, "Communication Challenges Experienced by Telephone Triage Registered Nurses Providing Assessment of Health Symptoms" (2026). Walden Dissertations and Doctoral Studies. 19687.
https://scholarworks.waldenu.edu/dissertations/19687
