When dispensing advice over the phone, what is the correct course of action?

• A. Follow CNO and Institution Guidelines
• B. Rely on Personal Judgment Alone
• C. Avoid Giving Any Advice
• D. Document Later

Answer: (A)

When dispensing advice over the phone, you follow the rules set by the regulatory body and your institution. These guidelines specify what information is appropriate to share, how to assess safety and urgency, when to escalate to a clinician, and how to handle documentation, privacy, and consent. Staying within these standards ensures consistent, safe, and legally sound care for every caller and protects both patient and nurse from risk.

Relying on personal judgment alone can lead to inconsistent or unsafe guidance, because it may not align with approved practices or account for all safety checks. Avoiding giving any advice isn’t practical or patient-centered in many situations where guidance is needed. Waiting to document later can cause important details to be missed and isn’t how responsible practice is conducted; documentation should occur promptly as part of the communication and decision-making process.