Midwifery telephone triage: A mixed methods study

Midwives use telephone triage to determine pregnant women’s concerns, provide advice and undertake further assessment. This study explored midwives practises of telephone triage. Survey and interview data from Victorian midwives revealed they respond to large volumes of calls and spend considerable time providing care via the telephone, however, this important work is not acknowledged in their workloads. Workplace environments can impede information gathered and decision making. Successful telephone triage requires high-level communication and interpersonal skills along with empathy. Midwives recommend training and support to develop skills. As communication platforms and technologies evolve, these findings offer a foundation for providing midwifery care from a distance.