Telephone Triage for Reception and Admin Staff
This course will equip non registrants to allocate patients safely into face to face or telephone appointment with an appropriate practitioner or service. The course will also equip non registered staff to question for, recognise and allocate patients with urgent health needs.
Develop communication skills to undertake preliminary telephone triage.
• Consider how to categorise the urgency of the patient’s condition.
• Signpost patients to the most appropriate member of the registered practitioner team
• Allocate appointments and home visits in an appropriate manner to make best use of resources.
What telephone triage is
Legal responsibility in telephone triage
The use of established protocols
Communication skills: techniques and conversation management.
Effective and efficient telephone triage call management.
Questioning to identify clinical emergencies
Questioning to identify common red flag symptoms
Questioning to categorise the urgency of the patient's condition
Clinical case scenarios for minor and major conditions.
Referral to appropriate team members