IH113 Telephone Triage Core Skills for 2 Hour Urgent Community (UCR) Response Practitioners- online

Course summary

This interactive course will help you carry out telephone triage confidently and knowledgeably. It will show you how to develop a structured and effective manner and how to be safer and more competent over the telephone. Common clinical conditions or needs as outlined in current NHS Community Services two-hour Urgent Community Response Standards will be a key focus for this program.

Who should attend?

2 Hour Urgent Care Response Practitioners

Cost

Course duration	Course CPD	In-house Course
2 day(s)	14 hour(s)	POA

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Aims / objectives

Explore the general principles in managing a triage call and how to create a good rapport with the caller.
Discuss and practice history taking over the telephone using key history taking principles.
Safe assessment of common clinical conditions or needs per the Community Health services two-hour urgent community response standard. This includes identifying inclusion / exclusion criteria over the telephone and differentiating a 2-hour response.
Work through common and more challenging triage situations that may present in a 2 Hour UCR telephone care centre.
Recognise and respond to life threatening telephone presentations
Explore patient advice and management
Document findings in a clear concise manner

Course programme

Introduction to telephone triage: pros and cons
Managing a triage call, including establishing a helpful relationship and active listening, different questioning techniques, structuring the call and do's and don’ts.
Telephone history taking- Key principles, red flags, yellow flags
Case scenarios on taking a telephone history
Common UCR presentations, recognising red flags and signposting
Dealing with difficult calls – includes role play
Practice scenarios: a systematic and safe approach to include:
- rapid identification and management of life-threatening calls
- differentiating between 2-hour response and other calls within the stated inclusion exclusion criteria.
Telephone advice; worsening care, review timeframe, self-management plans, OTC medications …
Call handling: revisiting a systematic approach to taking a telephone history that offers practical sessions within the context of common and challenging UCR presentation case studies and scenario practice.

Led by

TBC