A116 Telephone triage refresh & refine: Online

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?

Nurses
Doctors
Health Visitors
Allied Health Professionals

Important notes

All course material, evaluations and certificate of attendance are included.

The course runs from 10:00am- 4:30pm

Cost

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

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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 and a discussion of what is needed in individual areas.

Led by

TBA