How should you handle multiple callers in a single triage session?

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When multiple callers are on a single triage session, you must sort by urgency and manage each person’s needs in order of risk. The best approach is to start with the highest-risk case, work through each caller in that order, document the details for every individual, and apply the appropriate triage decision to each person. This ensures those with the greatest danger receive attention promptly, while others are guided according to their own level of need. Thorough documentation for all callers supports safe handovers and follow-up, and creates a clear record of decisions made during the session.

Treating all callers as a single group with one decision ignores the differences in symptoms and risk, which can delay critical help for someone who needs it. Handling calls one by one without noting the other cases risks missing deterioration in someone who wasn’t prioritized, and closing the session and asking them to call back wastes time and could lead to gaps in care.