GP Autumn School: Advanced Telephone Triage Skills Training Workshops for Trainers (CPD09OCT20)

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Zoom Registration & Joining Instructions

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SubjectGP Intending Trainers
DescriptionThis workshop is for experienced practitioners who are looking to acquire a higher level of knowledge and skill in telephone consultation and triage work and who will be training others in this skill. Participants will gain further understanding of the strategies required when dealing with complex calls, such as multiple symptoms, mental health calls, paediatric cases or generally difficult callers where more complex questioning skills are required. Techniques for in depth history taking, assimilation, decision making, and development of management plans are discussed.
Additional information

This webinar is running via Zoom. Registration and joining instructions will be made available via your Maxcourse account, after you have booked your place.

To view the instructions head to ‘my courses’, select the course title and you will see the documents section.

Please register via Zoom, using the link provided in the document, as far in advance as possible to prevent any delays in receiving the meeting link and password.

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VenueVirtual (Zoom), - Virtual  View details
Date & timeFriday 9 October 2020, 09:30 to 16:30
LecturerSally-Anne Pygall  View details
Target audience

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Course styleWorkshop
CateringNo catering
CPD points6.000
CostNo charge
Aims

This full day course offers an interesting and thought provoking session for clinicians and trainers looking to improve their own telephone triage skills, as well as the training they deliver to other clinicians. It provides real tools and techniques needed to carry out telephone interactions in the often risky area of telephone care. Areas covered include telephone communication skills, questioning techniques, information gathering skills, safety netting and negotiations skills. We will also examine when telephone interactions may not be appropriate and how to manage difficult calls. The day includes the use of real call examples, interactive exercise, group work and scenarios.

Objectives
  • Provide additional knowledge for carrying out appropriate, cost effective and safe assessment
  • Improve the clinician’s confidence further in telephone work
  • Discuss and practice safe and comprehensive history taking within more advanced and potentially complex telephone interactions
  • Explore negotiation skills and how to manage difficult callers
  • Demonstrate advanced skills needed for telephone work i.e. communication skills, negotiating skills
  • Practice safe and comprehensive assessment throughout the three key stages of a call
  • Manage complex calls to an appropriate outcome
  • Use real calls, scenarios, role play and plenary to consolidate learning
Learning outcomes
  • To ensure the clinician understands the communication skills required in the absence of physical examination
  • To understand the risks associated with telephone assessment and how to identify when the clinician has managed those risks appropriately
  • To understand a call structure and how to ensure a call structure has been established when observing others
  • To understand what safety netting means and how to check that safety netting has been delivered and recorded appropriately
  • To understand the minimal requirements of documentation and record keeping and that these requirement have been observed