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Aims / objectives

  • Review basic telephone triage core skills and the general principles of managing a triage call in a safe and comprehensive manner.
  • Discuss and practice working with difficult callers and challenging call scenarios.
  • Update and explore risk management and legal issues.
  • Discuss what the components and standards of a telephone triage protocol should contain.
  • Work through triage situations via case scenarios/role play to consolidate learning.
  • Discuss support systems required for telephone triage in individual areas.

Course programme

  • Managing a triage call review, including
  • -Establishing a helpful relationship and active listening.
  • -Different questioning techniques
  • -Structuring the call
  • -Dos and don’ts
  • What makes a call difficult and how to handle the challenging caller
  • Legal implications.
  • Risk management; major trends, documentation, policies in telephone triage.
  • 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.

Led by


A116 Telephone triage refresh & refine

Course summary

This interactive study day is aimed at the experienced telephone triage practitioner. It provides participants with a review of basic skills and looks at more challenging issues.

Who should attend?

Health Visitors
Allied Health Professionals

Important notes

All course material, evaluations and certificate of attendance are included. Morning and afternoon refreshments are provided, no lunch.


Course duration Course CPD Full price
(incl VAT) per person
1 day(s) 7 hour(s) £175