Therapeutic Communication in Emergency Triage
Setting
Emergency Department – Waiting Area and Triage Desk
Characters
* Sarah – 24 years old: Mild flu symptoms, low-grade fever, cough and runny nose. Anxious and frustrated because of the long waiting time.
* Noura – 19 years old: Severe abdominal pain and signs of an acute emergency. Pale, quiet and trying to tolerate the pain.
* Nurse Khaled: Triage nurse. Calm, professional and skilled in therapeutic communication and emergency assessment.
* Noura’s Mother
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Scene 1 – The Waiting Area
Visual:
A busy emergency department waiting area. Patients are waiting. Sarah repeatedly looks at her phone and watch, sighing and appearing frustrated.
Noura is sitting nearby, leaning forward and holding her abdomen. Her mother is sitting beside her.
Sarah walks toward the triage desk.
Sarah:
“Excuse me! I’ve been waiting for two hours! I have a fever, a terrible headache and I feel really sick. Why hasn’t anyone seen me yet?”
Nurse Khaled:
“Hi Sarah. I can see that you’re uncomfortable and frustrated, and I’m sorry that you’re having to wait.”
Therapeutic communication technique: Empathy + Acknowledging feelings
Sarah:
“Exactly! I’ve been here for two hours. I came to the emergency department, so I should be seen immediately.”
Nurse Khaled:
“I understand why you feel that way. Let me explain what’s happening so you know what to expect.”
Therapeutic communication technique: Giving information + Managing expectations
Nurse Khaled:
“In the emergency department, patients aren’t always seen in the order they arrive. We first assess how urgent each patient’s condition is. Patients with conditions that could become life-threatening are prioritized.”
هذا يتوافق مع تعريف WHO للـacuity-based triage، حيث يتم ترتيب المرضى حسب مدى الحاجة للتدخل العاجل، وليس حسب وقت الوصول فقط. (منظمة الصحة العالمية)
Sarah:
“So you’re saying I have to keep waiting?”
Nurse Khaled:
“We will take care of you, Sarah. While you’re waiting, i
