This case study explores the experiences of registered nurses in a tertiary hospital in the United Arab Emirates (UAE) while using the Schmitt-Thompson Telephone Triage Protocol (STTTP). The study uses a descriptive phenomenological approach to analyze data gathered from interviews with eight nurses who have at least one year of experience with telephone triage. The findings reveal both positive and negative aspects of the STTTP, including its perceived reliability and evidence-based nature, as well as limitations related to cultural sensitivity, impact on nurse autonomy, and the flow of questions. The study highlights the importance of training and skill development for successful integration of the protocol and suggests innovative measures to improve its implementation in clinical settings. Key themes that emerged from the study include the hindrance of autonomy, lack of cultural sensitivity, lack of flow of questions, the importance of skills and experience for successful integration, poor perception related to the utility of the protocol, and the protocol being evidence-based and reliable.
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