Course 5 - Clinical Decision-Making and Triage

Guided Care Nurses use the nursing process during telephone calls to assess, plan, implement, and evaluate patient care.  Strategies for effective telephone communication reduce the risk of harm to patients and ensure that appropriate and safe clinical decisions are made.   

Target Audience

Registered nurses and healthcare providers focusing on best practices in chronic disease management, case management, caregiver education and support, transitional care, and geriatric evaluation and management.

Learning Objectives

  • Discuss the role of the Guided Care Nurse as it relates to clinical decision-making and triage.
  • Identify strategies for gathering information from patients and caregivers by telephone.
  • Discuss regulatory and legal requirements that may affect telephone triage activities.
Additional information
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Course summary
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Kathleen Trainor Grieve, RN, BSN, MHA, CCM
Kathleen Trainor Grieve joined Johns Hopkins HealthCare in January 2003 as a Disease Case Manager in the areas of cardiovascular disease, asthma, and diabetes. In her current role she is a Guided Care Nurse, partnering with five primary care physicians and a Nurse Practitioner to care for their most complex, high-risk, older outpatients to improve the quality and efficiency of patients' healthcare and patients' quality of life. 
She has experience speaking nationally and internationally on the subject of Guided Care. Ms. Grieve's other professional experience includes case management, various clinical and administrative positions with the Maryland State Correctional Facilities' Healthcare programs, and working as a staff nurse in the neurotrauma unit of The R Adams Cowley Shock Trauma Center at the University of Maryland Medical Center. She has taken mission trips to Haiti and Guatemala where she assisted in setting up clinics and assessed and treated patients.


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