In light of recent conversations about each of us being better at
certain "subspecialties" in lactation, I need some advice from those of you
who are trained in the art of telephone triage.

I'm scheduled to give an inservice tomorrow to "Ask-A-Nurse" professionals
who have recently started handling all of the calls from breastfeeding
moms.  They would like useful tips, common complaints & how to handle them,
etc.  Although I have experience with telephone triage, I just utilized
resource books to help moms.  I've found that lots of listening and
reassuring helps, but these nurses are not allowed to spend alot of time on
phone calls.  They get timed for phone calls, whereas I could often sit on
the phone for 20 minutes while a mom cried.  If things were too difficult,
I just brought mom in for a visit--I'm much better at helping mothers in
person.


The nurses already have handwritten protocols on many breastfeeding
problems, and they are not allowed to deviate from them.  I can recommend
some other resources to them such as BAB, but what else can I tell them?
I'm feeling very ill-equipped for this task.

Joyce

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