Telephone Triage for Ambulance 111 staff

Course Description

 The Telephone Triage for Ambulance 111 Staff course is specifically designed to provide ambulance call center personnel with the necessary skills and knowledge to effectively triage and provide appropriate guidance and care over the phone.

Course Aims

This course will focus on enhancing participants’ ability to assess the urgency and severity of callers’ conditions, prioritize responses, and provide accurate and timely instructions for emergency and non-emergency situations. 

Course Objectives:

By the end of this course, participants will be able to:

1. Understand the role and responsibilities of ambulance 111 staff in telephone triage.
2. Utilize effective communication skills and techniques in telephone triage interactions.
3. Perform systematic and efficient assessment of callers’ medical conditions.
4. Apply evidence-based guidelines and protocols for telephone triage.
5. Identify and prioritize emergency situations requiring immediate ambulance dispatch.
6. Provide accurate and appropriate instructions and advice for non-emergency situations.
7. Manage difficult or challenging callers with empathy and professionalism.
8. Continuously improve their own performance through self-reflection and feedback.

Course Outline:

1: Introduction to Telephone Triage in Ambulance Services

• Role and responsibilities of ambulance 111 staff in telephone triage
• Legal and ethical considerations in telephone triage
• Collaboration with other emergency services and healthcare providers

2: Effective Communication in Telephone Triage

• Active listening skills and empathetic communication techniques
• Verbal and non-verbal communication cues
• Calming and reassuring callers in stressful situations

3: Assessment and Prioritisation

• Developing a systematic approach to telephone triage
• Gathering relevant information from callers
• Identifying high-priority and life-threatening situations
• Use of decision-support tools and protocols

4: Medical Conditions and Emergencies

• Recognizing and assessing common medical conditions over the phone
• Identifying signs and symptoms of life-threatening emergencies
• Triage protocols for cardiac emergencies, respiratory distress, strokes, and other critical situations

5: Non-Emergency Situations and Self-Care Advice

• Providing guidance for non-urgent and non-life-threatening conditions
• First aid instructions and self-care advice for minor injuries and illnesses
• Referral to appropriate healthcare resources and services

6: Managing Difficult Callers and Challenging Situations

• Strategies for handling distressed, agitated, or uncooperative callers
• De-escalation techniques and conflict resolution skills
• Self-care and stress management for telephone triage staff

7: Quality Improvement and Professional Development

• Reflecting on performance and continuous improvement
• Utilizing feedback and self-assessment tools
• Staying updated with best practices and ongoing professional development

Teaching Methodology:

• Lectures with multimedia presentations
• Case studies and practical scenarios
• Interactive discussions and group activities
• Q&A sessions