The telephone is often the first point of contact between clients and the clinic. For many pet owners, that initial call sets the tone for their entire experience. Veterinary nurses play a vital role in this process, not only offering reassurance but also gathering essential information to help the clinical team make the right decisions. Effective telephone triage is more than just answering the phone—it’s about using communication, critical thinking, and empathy to guide clients and support patient care.

Why Telephone Triage Matters

When a client calls with concerns about their pet, they are often stressed, worried, or even panicked. The veterinary nurse’s ability to calmly assess the situation, ask the right questions, and provide clear next steps can make a huge difference. Triage helps to:

• Prioritise urgent cases and ensure timely veterinary intervention.
• Provide immediate guidance that may stabilise a patient before arrival.
• Reassure worried owners with empathy and professionalism.
• Improve efficiency by directing calls appropriately and reducing unnecessary clinic visits.

Core Skills Every Vet Nurse Needs

1. Active Listening

Successful triage begins with listening carefully. Clients may not always communicate clearly or may focus on their own anxiety rather than the pet’s symptoms. By giving full attention, paraphrasing key points, and asking clarifying questions, nurses can uncover the most important details.

2. Structured Questioning

Having a framework for gathering information helps ensure nothing important is missed. Questions should cover:

• Presenting problem (What’s happening now?)
• Duration and progression (When did it start? Has it worsened?)
• Severity (Is the pet conscious, breathing, bleeding, eating, or mobile?)
• Relevant history (Current medications, existing conditions, recent procedures).

3. Clinical Knowledge

While diagnosis is the veterinarian’s role, nurses must recognise red flags—such as difficulty breathing, collapse, seizures, uncontrolled bleeding, or toxin ingestion. Identifying these signs ensures that urgent cases are flagged immediately for veterinary attention.

4. Clear Communication

Clients may be emotional, making it vital to communicate calmly and simply. Avoid medical jargon and instead use straightforward language, repeating instructions if necessary. Summarising the advice at the end of the call helps confirm client understanding.

5. Empathy and Reassurance

A client’s stress is real, and showing compassion goes a long way. A calm, empathetic tone can reassure clients that their concerns are taken seriously, building trust and strengthening the client-clinic relationship.

6. Confidence in Decision-Making

Triage often requires quick judgement. Whether advising immediate transport to the clinic, scheduling a same-day appointment, or reassuring the client that monitoring is safe, confidence is key. If in doubt, always err on the side of caution and consult with a veterinarian promptly.

Putting It All Together

Effective telephone triage combines technical knowledge with strong communication skills. It’s about asking the right questions, interpreting the answers, and guiding clients in a way that prioritises patient safety while also providing emotional support.

Veterinary nurses are at the frontline of client communication, and the skills they bring to telephone triage are invaluable. By listening actively, asking structured questions, communicating clearly, and responding with empathy, nurses ensure pets get the care they need while clients feel supported every step of the way.

At AIRC, we don’t just deliver training — we build veterinary careers. Our courses are designed with flexibility, practical relevance, and industry support to help you succeed. If you’re considering study, discover why so many veterinary nurses choose to study with AIRC: www.provetlearning.com.au