Title Page -- Copyright Page -- Contents -- Editors -- Acknowledgements -- Members of the Original Manchester Triage Group -- International Reference Group -- Preface -- Chapter 1 Introduction -- Nomenclature and definitions -- The development of Telephone Triage -- Triage methodology -- Advice -- Presentation priority matrix -- Training for triage -- Triage audit -- Summary -- Chapter 2 The decision making process and Telephone Triage -- Introduction -- The development of expertise -- Decision-making strategies -- Reasoning -- Pattern recognition -- Repetitive hypothesising -- Mental representation -- Intuition -- Decision-making during triage -- Identify the problem -- Gather and analyse information related to the solution -- Consider all alternatives and select one for implementation -- Implement the selected alternative -- Monitor the implementation and evaluate outcomes -- Changing current decision-making practice -- Chapter 3 The Telephone Triage method -- Introduction -- Identifying the problem -- Gathering and analysing information -- Discriminators -- Evaluating alternatives and selecting one -- Implementing the selected alternative -- Documentation -- Patient assessment -- Checking for understanding -- Interim advice -- Advice only -- Monitoring and evaluating -- Chapter 4 The presentation priority matrix -- Presentation-priority matrix mapping -- Explanation of the process -- Completing the PPM -- The dispositions -- Times to 'face to face' -- Chapter 5 Ensuring safety in Telephone Triage -- Introduction -- Appropriate training -- Competence assessment -- Audit method -- Completeness -- Accuracy -- Targets -- Triage in practice -- Peer review -- System review -- Presentational Flow Chart Index -- Abdominal pain in adults -- Abdominal pain in children -- Abscesses and local infections -- Allergy -- Apparently drunk -- Assault -- Asthma.

Back pain -- Behaving strangely -- Bites and stings -- Burns and scalds -- Chemical exposure -- Chest pain -- Collapsed adult -- Crying baby -- Dental problems -- Diabetes -- Diarrhoea and vomiting -- Ear problems -- Eye problems -- Facial problems -- Falls -- Fits -- Foreign body -- GI bleeding -- Headache -- Head injury -- Irritable child -- Limb problems -- Limping child -- Major trauma -- Medication request -- Mental illness -- Neck pain -- Overdose and poisoning -- Palpitations -- Pregnancy -- PV bleeding -- Rashes -- Self‐harm -- Sexually‐acquired infection -- Shortness of breath in adults -- Shortness of breath in children -- Sore throat -- Testicular pain -- Torso injury -- Unwell adult -- Unwell baby (up to 12 months) -- Unwell child -- Unwell newborn (up to 28 days) -- Urinary problems -- Worried parent -- Wounds -- Discriminator and question dictionary -- Index -- EULA.