Telephone Triage (run in partnership with Network for Practices)

Aim

This session has been specifically designed for all non-clinical staff who are the first point of telephone contact within your practice. It is imperative that first contact via the telephone or face to face is dealt with by staff who are trained in non-clinical triage and also receive training in, and understand their practice protocol for non-clinical triage, to ensure patient safety and efficiency for the organisation.

Who should attend the workshop

• Front-line receptionists

Learning outcomes

• Understand the meaning of triage
• Understand the purpose of triage in the general practice setting
• Understand the roles and responsibilities of all staff in implementing triage
• Understand the challenges faced in implementing effective triage and how to overcome these
• Explore the perception of triage by:
  • the patient
  • the receptionist
  • the clinician
• Understand and have practised the communication skills needed for effective triage
• Understand the need for and have practised the skills in gathering appropriate information – such as taking a history
• Have explored the difference between: emergency, urgent & routine requests
• Be aware of ‘red flags’ and know what action to take
• Have increased confidence in their ability to perform their new role

Workshop format

The format will be informal and participative – everyone has an important contribution to make to the discussions.

Zoom joining instructions will be sent as part of the meeting invitations unless the organisation prefers to use its own video conferencing facility.

This workshop can also be run in-house please email [email protected] and we will be pleased to chat to you.

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