This interactive study day provides participants with practical tools and
techniques to conduct safe and effective telephone triage. The programme is
flexible and can be adapted to workplace requirements.
Outcomes/objectives- You will:
Explore the advantages and risks of telephone triage.
Demonstrate the general principles and core skills needed in managing a triage call in a safe and comprehensive manner.
Discuss what the essential components and minimum standard of a telephone triage protocol should contain.
Explore documentation and legal issues.
Work through triage situations via case scenarios/role play to consolidate learning.
Discuss support systems required for telephone triage in individual areas.
Why telephone triage, pros and cons
Managing a triage call, including
– Establishing a helpful relationship and active listening.
– Different questioning techniques
– Structuring the call
– Dos and don’ts
Legal implications, including documentation.
Overview of common triage calls- covering main body systems : a Problem based approach
Case scenario practice covering minor and major ailments and long term health conditions as required by participant’s area of practice.
Support systems; principles of writing protocols, audit and a discussion of what is needed in individual areas.
Trainer: Practitioner Development UK Ltd.
This course is fully booked.