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A116 Telephone triage refresh & refine: Online

Course summary

This interactive study day is aimed at the experienced telephone triage practitioner. It provides participants with a review of basic skills and looks at more challenging issues.

Who should attend?

Health Visitors
Allied Health Professionals

Important notes

All course material, evaluations and certificate of attendance are included.

The course runs from 10:00am- 4:30pm


Course duration Course CPD Full price (incl VAT) per person
1 day(s) 7 hour(s) £175


Dates Block size Block discount
12/10/2022 4 10%

Dates / venues

Location - venue Dates No. of people
Online - Online Delivery 12/10/2022

Aims / objectives

  • Review basic telephone triage core skills and the general principles of managing a triage call in a safe and comprehensive manner.
  • Discuss and practice working with difficult callers and challenging call scenarios.
  • Update and explore risk management and legal issues.
  • Discuss what the components and standards of a telephone triage protocol should contain.
  • Work through triage situations via case scenarios/role play to consolidate learning.
  • Discuss support systems required for telephone triage in individual areas.

Course programme

Managing a triage call review, including
-Establishing a helpful relationship and active listening.
-Different questioning techniques
-Structuring the call
-Dos and don’ts
What makes a call difficult and how to handle the challenging caller
Legal implications.
Risk management; major trends, documentation, policies in telephone triage.
Overview of common triage calls- covering main body systems : a problem based approach
Case scenario practice covering minor and major ailments and long-term health conditions as required by participant’s area of practice.
Support systems; principles of writing protocols, audit and a discussion of what is needed in individual areas.

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