Telephone Triage 15 October 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. Use 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: 

• Importance of telephone triage and consultation skills in primary care
• 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
• Conducting comprehensive patient assessments over the phone
• Recognising urgent symptoms and red flags
• Critical thinking skills for informed decision-making remotely
• Documentation and record-keeping in telephone triage
• Active listening skills for telephonic consultations
• Empathy and rapport-building strategies remotely
• Handling angry or upset patients during telephonic consultations
• De-escalation techniques for challenging situations
• Interactive case studies to apply knowledge and skills learned.

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,