Telephone Triage for Nurses and AHPs

M&K Update Ltd
Delivery Method: Face-to-face

Giving telephone advice is an important and sometimes demanding role. This course will take the participant through the stages of development and practice. Training consists of both theoretical and practical components and will provide the skills required to set up and run a telephone triage system.

Course Content:

  • 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

Course Aims & Outcomes:

  • 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

Course Attended By:

  • Nurses
  • Doctors
  • Physiotherapists
  • Pharmacists
  • Allied Health Professionals

Feedback from Past course delegates, July 2016

"Thank-you, will be using some of the tools given in surgery."

"Very helpful, left well equipped with evidence and references!"

"Extremely valuable course, felt I learnt a considerable amount."


  • Duration: 2 Days
  • Start Time: 09:15 End Time: 16:30
  • CPD Hours: 16
  • Price: £280.00

Bookable Dates

9th Apr 2019 (09:15)
Central Locations, London, NW1
20/24 places left
2nd May 2019 (09:15)
Central Locations, Manchester, M1
23/24 places left

Dates available on arrangement

M&K Update Ltd can also create this course for you on arrangement at your workplace.

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£280.00 (inc VAT)
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