Telephone Triage and Consultation Skills 14 May 2024

Session Aims

The aim of the Telephone Triage and Consultation Skills Webinar for Primary Care Healthcare Professionals is to enhance participants’ skills in effectively assessing, managing, and communicating with patients over the phone in a primary care setting.

Session Objectives

By the end of the webinar, participants should be able to:

1. Understand the importance of telephone triage and consultation skills in providing high-quality care in primary care settings.
2. Develop effective communication techniques for telephonic triage, ensuring clarity and understanding.
3. Conduct comprehensive patient assessments remotely, identifying urgent symptoms and red flags.
4. Apply critical thinking skills to make informed decisions and ensure patient safety during telephonic triage and consultations.
5. Utilize active listening, empathy, and rapport-building techniques to establish trust and understanding with patients.
6. Manage difficult situations and challenging patients during telephonic consultations.
7. Enhance documentation and record-keeping practices for telephone triage and consultation encounters.
8. Identify resources and further learning opportunities to continue professional development in telephone triage and consultation skills.

Course Duration : 6hrs

Who should attend?

1. Healthcare professionals working in primary care settings, such as general practitioners, nurses, physician assistants, and pharmacists.
2. Professionals involved in telephone triage and consultation

Pre-requisites

1. Basic knowledge of healthcare terminology and primary care practices.
2. Familiarity with telephone communication and customer service skills.
3. Understanding of the role and responsibilities within a primary care setting.
4. Access to a phone or computer with an internet connection to participate in the webinar.

Course Outline: 

1. Introduction

• Importance of telephone triage and consultation skills in primary care
• Overview of the webinar objectives and structure
• 2. Fundamentals of Telephone Triage

• Role and responsibilities of healthcare professionals in telephone triage
• Effective communication strategies for telephonic interactions
• Challenges and potential pitfalls of telephone triage
• Ensuring patient safety and conducting risk assessments remotely

3. Assessment and Decision-Making in Telephone Triage

• Conducting comprehensive patient assessments over the phone
• Recognizing urgent symptoms and red flags
• Critical thinking skills for informed decision-making remotely
• Documentation and record-keeping in telephone triage

4. Communication Techniques for Effective Consultations

• Active listening skills for telephonic consultations
• Empathy and rapport-building strategies remotely
• Clear and concise communication techniques
• Providing information and education effectively over the phone

5. Managing Difficult Situations and Challenging Patients

• Handling angry or upset patients during telephonic consultations.
• De-escalation techniques for challenging situations
• Addressing communication barriers and misunderstandings
• Self-care strategies for healthcare professionals during challenging phone calls

6.Case Studies and Role-Play

• Interactive case studies to apply knowledge and skills learned.
• Role-playing exercises to practice telephone triage and consultation techniques.
• Group discussions and debriefing on case scenarios.

7. Q&A and Closing Remarks

• Addressing participant questions and concerns
• Summary of key takeaways from the webinar

Webinar Format

• The webinar will be conducted live through a virtual meeting platform.
• A slide presentation will be used to deliver content, with interactive elements.
• Participants will have the opportunity to engage in discussions, ask questions, and participate in interactive activities.
• Handouts and resources will be provided for further learning and reference.

Webinar Materials

• Slide presentation with key points and visuals
• Case studies and role-play scenarios
• Resource handouts and reference materials
• Evaluation forms for participants to provide feedback.

Webinar Facilitator

The webinar will be facilitated by an experienced healthcare professional with expertise in telephone triage, consultation skills, and primary care practice.

Accredited by CPDUK: 6 CPD Hours