CQC Fundamental Standards: Regulation 9: Person Centred Care, Regulation 10: Dignity & Respect, Regulation 12: Safe Care and Treatment, Regulation 13: Safeguarding service users from abuse and improper treatment

Aims:

The aim of this session is to provide underpinning knowledge and communication techniques for staff who undertake informal telephone triage (i.e clinician on call) responsibilities as part of their day to day role

Course Outlines:

The aim of this course is:

1. Be able to describe their accountability in relation to triaging patients on the telephone.

2. Be able to identify appropriate responses from a group of patients

3. Describe the importance of safety - netting and signposting

4. Understand the value of effective use of the SBAR tool

5. Describe the use of the National Early Warning Score 2 when communicating patient condition

6. Discuss barriers to communication and the benefits of using active listening to undertake an effective consultation