GP Autumn School: Telephone Triage and Consultation Skills (GP20OCT2021B)

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Documents
Call transcriptInformation Gathering Template
Telephone Triage and ConsultationZoom Meeting Details

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SubjectGP Prospective Trainers
DescriptionMost clinicians are now using the telephone as the first point of contact with their patients. This specialist role carries significant risks, such as inappropriate outcomes, dissatisfaction, legal liability due to delay or denial in care, inappropriate use of resources and reduction of appointment availability. Whilst some clinicians want to brush up on their skills having found themselves doing more telephone work than ever before, many have never received training in this sub speciality. This course will be delivered using the virtual platform (e.g. ZOOM) and will provide you with a real understanding of how to manage the risks involved in telephone assessments to practise safely, effectively and efficiently. The day is entirely practical and will give you realistic tools and techniques in telephone triage and consultations by using interactive exercises, real calls, group work and plenary to explore what’s involved in providing care when we are unable to see the patient. You will leave armed with useful solutions to managing common calls and the more challenging demands, whether you are new to telephone triage and consultations or experienced in this area.
Additional information

After you have booked your place, the Zoom link will be available in the documents section of the course information. The course information can also be found by going to the 'My Courses' section of Maxcourse. In some cases the Zoom link may be added later, in which case please check the course information again before joining the course.

VenueVirtual (Zoom), - Virtual  View details
Date & timeWednesday 20 October 2021, 09:30 to 17:00
LecturerSally-Anne Pygall  View details
Target audience

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Course styleWorkshop
CateringNo catering
CPD points0.000
CostNo charge
Aims
  • Provide knowledge and awareness for carrying out appropriate, cost effective and safe triage
  • Improve confidence in telephone triage by developing a call structure
  • Develop an awareness of the communication and questioning skills require
  • Discuss and practice safe and comprehensive history taking within a telephone triage context to ensure the most appropriate outcome
  • Explore legal issues of telephone assessments including confidentiality, documentation and safety netting
Objectives
  • Understand the communication skills required in the absence of physical examination
  • Fully understand the risks associated with telephone assessments and how to manage them
  • Understand a call structure to improve confidence in outcomes
  • How to safety net effectively to protect the patient and the clinician
  • Documentation and record keeping within telephone triage
Learning outcomes
  • To understand the importance of clear communication and how to achieve this over the phone
  • To understand the purpose of telephone triage
  • To understand the correct questioning techniques to use when taking a history over the phone
  • To understand the importance of a good call structure and how to achieve this To understand what good safety netting is