Telephone triage for frontline staff and reception staff

  • LEAD event

Improve reception team members' confidence in advising patients and signposting them to colleagues within the practice team or external care providers.

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Target audience:Front line reception staff
Delivery mode:Online
  • £50 per person (inclusive of VAT) for attendees from Londonwide practices
  • £120 per delegate (inclusive of VAT) for attendees from practices from other areas
Overview:The training is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff, who will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake telephone triage and the necessary signposting are valuable in other new non-traditional roles such as Document Management, HCA and Care Navigation.

After this training, staff will be confident in handling the triage call, and in advising and referring patients to care providers who work either within the practice team or to external care providers.

Learning outcomes:
  • Promote the benefits to patients.
  • Work as a team with all practice staff.
  • Keep patients and staff safe.
  • Understand clinical and non-clinical triage differences.
  • Gain the skills and confidence in triage.
  • Incorporate care navigation and signposting.
  • Develop effective communication strategies.
  • To help you formulate a ‘plan of action’ for your role.