Course description
Course details
Course title: Telephone Triage and Consultation Skills Date: 20 September 2023 Time: 0900 – 1500hrs (GMT)
Session type: ZOOM webinar. CPD Accreditation: 6 CPD hours
Session Objectives
By the end of the webinar, participants should be able to:
Pre-requisites
Basic knowledge of healthcare terminology and primary care practices.
Familiarity with telephone communication and customer service skills.
Understanding of the role and responsibilities within a primary care setting.
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. Overview of the webinar objectives and structure. Fundamentals of Telephone Triage. 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. Assessment and Decision-Making in Telephone Triage. 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. Communication Techniques for Effective Consultations
Active listening skills for telephonic consultations. Empathy and rapport-building strategies remotely. Clear and concise communication techniques. Providing information and education effectively over the phone
Managing Difficult Situations and Challenging Patients. Handling angry or upset patients during telephone consultations. De-escalation techniques for challenging situations. Addressing communication barriers and misunderstandings. Self-care strategies for healthcare professionals during challenging phone calls
Webinar Format
This session will be conducted live through a virtual meeting platform.
Participants will have the opportunity to engage in discussions, ask questions, and participate in interactive activities.
There will be breakout rooms for case studies and role-play exercises, allowing participants to practice skills in small groups.
Handouts and resources will be provided for further learning and reference.
Webinar Facilitator
The webinar will be facilitated by an experienced healthcare professional with expertise in telephone triage, consultation skills, and primary care practice.
Lecturer : Samantha Thompson, Paramedic Lecturer in Primary Care
Other upcoming Telephone Triage courses:
