Telephone Triage for Primary Care Staff

  • LEAD event

This session aims to equip healthcare professionals with clinical decision-making tools and a structured approach to carry out safe and effective telephone triage.

Target audience:GPs, GPNs, Nurse practitioners Paramedic practitioners, Pharmacists, Physician Associates
Time:Start: 9:30am     End: 4:30pm

(allow 10 minutes before the start of the session for registration and AV equipment check)

Delivery mode:Live Zoom session
Cost:
  • £190 per delegate (inclusive of VAT) for attendees from Londonwide practices.
  • £240 per delegate (inclusive of VAT) for attendees from practices from other areas.
Overview:This interactive one-day live webinar is designed for clinicians working in 111, general practice, urgent treatment centres, out-of-hours services, and other remote triage settings. The session builds on the core principles covered in our eLearning course and includes real- time case discussions, interactive polls, and guidance on safely managing patient calls.
Course aims:This session aims to equip healthcare professionals with clinical decision-making tools and a structured approach to carry out safe and effective telephone triage.
Learning outcomes:By the end of the webinar, delegates will be able to:

  • Demonstrate a structured approach to taking a comprehensive history, using communication and decision-making tools
  • Apply principles of the Manchester Triage System in categorising calls according to urgency and need for escalation.
  • Recognise high-risk presentations that require escalation or urgent assessment (e.g. chest pain, shortness of breath, altered mental state, safeguarding concerns).
  • Communicate clearly and empathetically with patients and carers during telephone calls, including managing difficult or emotional conversations.
  • Assess and manage mental health presentations, including suicidal ideation, and follow appropriate escalation pathways.
  • Handle repeat prescription and medication requests appropriately, ensuring safe prescribing practices and adherence to clinical governance.
  • Managing difficult or challenging consultations.
  • Document telephone consultations accurately and thoroughly, including advice given, safety netting, and actions taken.
  • Provide effective safety netting advice, ensuring patients and carers know when and how to seek further help.
  • Emotional intelligence and adversity analysis as telephone triage clinicians.
CPD Points:CPD Hours: 7
FormatLive webinar using Zoom and breakout rooms