Courses
Use a structured approach in telephone triage and consultation skills. Develop skills in clinical decision-making during telephone triage. Recognise potential red flags and safety netting and when or who to refer to.
Understand the importance of telephone triage and consultation skills in providing high-quality care in primary care settings. Develop effective communication techniques for telephonic interactions, ensuring clarity and understanding. Conduct comprehensive patient assessments remotely, identifying urgent symptoms and red flags. Apply critical thinking skills to make informed decisions and ensure patient safety during telephonic consultations. Utilise active listening, empathy, and rapport-building techniques to establish trust and understanding with patients. Manage difficult situations and challenging patients during telephonic consultations. Enhance documentation and record-keeping practices for telephone triage and consultation encounters. Identify resources and further learning opportunities to continue professional development in telephone triage and consultation skills.
Understand the role and responsibilities of ambulance 111 staff in telephone triage. Utilize effective communication skills and techniques in telephone triage interactions. Perform systematic and efficient assessment of callers’ medical conditions. Apply evidence-based guidelines and protocols for telephone triage. Identify and prioritize emergency situations requiring immediate ambulance dispatch. Provide accurate and appropriate instructions and advice for non-emergency situations. Manage difficult or challenging callers with empathy and professionalism. Continuously improve their own performance through self-reflection and feedback.