What is telephone triage?
How and where is it deployed.
Medico legal aspects of telephone triage
Correct documentation.
The use of established protocols.
Communication skills: techniques and conversation management.
Active listening.
Utilising communication and interview models.
Questioning styles.
Effective and efficient telephone triage call management.
The process of telephone assessment.
Clinical case scenarios for minor and major conditions.
Chronic disease management for long-term conditions and telephone triage
Independent prescribing and telephone triage
Correct referral to other agencies
Quality control
Clinical Governance
· Develop competence in telephone triage skills
· Understand how to categorise the urgency of the patients condition
· Identify local and national resources that may be required to provide additional support during a call Identify patients who require health care advice and supply them with current evidence based information
