Telephone Triage & Consultation Skills E-Learning Programme – Modules 1, 2 & 3

Delivery Method: e-Learning

This online programme provides access to high quality educational tools and specialised information on how to carry out telephone triages and consultations within most clinical areas.

Whether you’re new to telephone healthcare or an experienced tele triager, our E-learning course will support you in understanding what is involved in this highly specialised skill area. Many clinicians carry out telephone triages and consultations without being appropriately trained, relying on their experience in dealing with patients face-to-face instead. However, telephone assessments are completely different and carry huge risks for the patient and the clinicians, so they require specific knowledge and skills.

The Telephone Triage Skills Online Training Programme is made up of three modules, each of which can be purchased separately. However, it is recommended that to achieve the full learning potential that all 3 modules are purchased, as each module may refer to content from the other modules.

The Telephone Triage Skills Online Training Programme modules contain learning on:

Module 1 – Benefits, Risks and Quality Assurance

This module provides an introduction to the topic of telephone triage and consultation. It features information on the use of telephone triage and consultations, how it can be defined, the benefits and risks of telephone triage and how those risks can be managed. Other information covered in Module 1 includes medico-legal considerations, documentation and record keeping and what you may want to consider as a ‘minimum standard’ for your documentation. Finally, it looks at the use of protocols within telephone triages and consultations and clinical audit of telephone triage work.

  • Est. learning time 30 mins

Module 2 – Communicating & Questioning Techniques

This module explores the communication and active listening skills required in the context of telephone interactions. It looks in details at how these skills can vary to the usual communication skills we have been taught as clinicians in a face-to-face encounters as well as information on the types of communication barriers that you may encounter and how to overcome them. Finally, it examines the differing questioning techniques which will be used in telephone interactions and when to avoid certain techniques.

  • Est. learning time 30 mins

Module 3 – The Telephone Triage Model

This module contains information on a telephone triage model which comprehensively addresses what is required to take a call from beginning to conclusion. The module has been designed to take you through the three key stages of a call; from the introduction, to a structured information gathering technique and finally managing the call closure with information on safety netting, negotiating skills and what to do if the caller doesn’t agree with your advice. This module includes practical tips on handling most calls and includes a generic information gathering protocol which can be applied to almost any clinical assessment over the phone.

  • Est. learning time 30 – 60 mins

Please note, it is one licence per user and therefore if you wish to have more than one person access the programme you must buy the appropriate number of licences. Discounts are available for multiple licenses, just contact us for more information.

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