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AR108 Telephone triage: core skills

Course summary

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.

Who should attend?

Health visitors
Allied health professionals

Important notes

Certificate of attendance, course material and evaluations provided.


Course duration Course CPD In-house Course
1 day(s) 7 hour(s) POA

In-house enquiry

Aims / objectives

  • 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.

Course programme

  • Why telephone triage, pros and cons
  • Managing a triage call, including
  • Establishing a helpful relationship and active listening.
  • Different questioning techniques
  • Structuring the call
  • Do's and dont's
  • 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.

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