However, there … Telephone Triage Techniques Read More » How we see ourselves is very important in triage. • Where a receptionist is unable to determine the urgency of a telephone call, the patient should be transferred to the practice nurse or on-call doctor for triage. skip to Main Content Call Us Today: +44 (0)191 520 8307 / +44 (0)7533 072 621 • They assist the TCP through the data collection, triage, decision-making, disposition selection Telephone triage: Assessing the priority and need for assistance and advice This guide for nurses general practitioners and anyone who might consult on the telephone describes the essential ingredients in managing the process. For practices that don’t currently operate a telephone-triage system, one thing to bear in mind is the level of… “I cannot arrange an outpatient appointment any more quickly than your own clinician but I am happy to listen and see if there is anything I can offer….”, A face to face consultation with a GP is necessary. When a decision is made the following main outcomes are the result: Share your thinking with the caller, i.e. Full Day Telephone Triage and Consultation Skills Course (In-House) During our Full Day Telephone Triage and Consultation Skills workshop, you will study the skills and tools required for effective and safe telephone assessments within health care settings. ), “You sound upset, how long would you say you have been like this?”, Anytime you want to share your feelings in a frank, unthreatening, undemanding way, If the caller uses ‘you’ or blaming statements a lot. It is uncomfortable to listen for too long! Sometimes you will have to ask, e.g. An urgent issue will be placed on the triage list for a call back within 3 hours. You are looking for win/win as the ideal outcome. You speak as if you were a broken record. Are the results of this harm study valid? Broken records eventually get heard. Do not be deterred by or respond to anything, which is off the point you are trying to make. Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. She doesn't get that everyone CAN'T be seen today just because they want to. Triage For Reception Staff This would be a session for the whole practice team, in particular GP's and reception staff. An example triage protocol for non-clinical staff. This can lead to a build up of tension that can become destructive. Do we avoid issues rather than tackling them? A good place to start is to ask your receptionist: Many doctors hope that their receptionists can recognise and respond appropriately to such situations, but hope is not a reasonable expectation. Answer calls according to triage script and enter patients into doctor triage template as appropriate ... Organise training in booking appointments for GPs; ... Use GP triage during peak call periods – for many practices this is between 8am to 9am. All frontline staff wishing to be considered for telephone triage: Should be experienced GP Practice staff and understand the course outcomes. • Consolidating the skill sets of current receptionists alongside training ... do in general practice every day. Good triage is making a better decision about every phone call or presentation; it is the receptionists’ method for appropriately organising the practitioners’ schedule. A total of 20 places are available. In those rare instances of complaint, “contemporaneous written notes” are extremely helpful. The doctors cannot find a physical health reason for these symptoms. The system is designed to help practice receptionists determine how urgent a request for an appointment is and what priority to give the patient, ensuring patients are seen […] Think positively and do not presume a negative outcome will occur. Receptionist will ask the nature of the problem and assess the need. Expressing thoughts, ideas and feelings in a way that doesn’t threaten or punish other people is very important. Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff and Care Home staff, who will move away from a passive role and have a more direct impact on patient health outcomes. Courses and training; Membership news and updates; Articles and features; Case Reports; Factsheets; Podcast; Publications: Casebook; Publications: Practice Matters . Illness behaviour questionnaire – why now? We were therefore surprised that such a high number of simulated calls were correctly referred for immediate care. Emergency patients should be directed to the emergency department or … It creates a lose-win situation because the non-assertive person has decided that his or own needs are secondary and opts to be a ‘victim’. Typically, Receptionists are brought together from different surgeries in a PCN/Locality for group training. Recognising the unwell patient for GP Receptionists and HCAs. Consider whether enough information has been gathered to allow a safe assessment of the problem and a safe management decision and crucially, have all conditions requiring more urgent action been reasonably excluded? Closed questions, on the other hand, can easily be answered with a yes or no e.g. ), Flowing (Colleagues and patients follow the thought train easily), Right to refuse a request if it is unreasonable or unacceptable, Introduce yourself clearly and in a friendly way. How we ask the questions may help or hinder the caller from giving us what we need to know. When we are assertive rather than aggressive we are able to negotiate. This resource was developed by GP Network Northside (2010) and recreated with permission from Northern Sydney Medicare Local (2014) ... for triage. Allow the caller to give their own account of the problem in their own words with the minimum of interruptions. Because we generate feelings of respect for others they will be more willing to co-operate in discussions. You may, however, be dealing with someone who wants you to lose. Your reception staff play an imperative role in the success of your practice, in their pressurised roles at the practice front-of-house, making potentially life-or-death judgement calls based on what they are told by patients over the phone. Should attend the full session of Active Signposting training and understand that their work will be audited and monitored back in the practice. If possible, allow some time for reflection and if not entirely happy with any element of the triage, never be afraid to phone the patient again. ... Open to all general practice staff. If you are trying to get the person on the other end of the phone to talk more you need to use open questions e.g. They and we feel comfortable. “It would be good to give paracetamol on a four hourly basis because ” rather than “I told you before, tepid bathing went out years ago. Should attend or have ‘Medical terminology’ training. All of us can learn to do it better and feel more comfortable in the process. Have you identified and discussed these emergency situations? Medical records: Which path will you take? While we all recognise aggression and will feel uncomfortable especially when it is directed towards us, we wili often feel comfortable in the presence of assertive people. Listen to the caller and give enough time to place yourself in a position to assess what they are saying. 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