Telephone Triage and Consultation Skills Training

Telelearning
Delivery Method: Face-to-face

We offer numerous telephone triage and consultation skills courses to suit your organisation. All sessions are interactive with opportunities to discuss issues relevant to your place of work throughout. We also use a mixture of learning techniques, including listening to real calls, group exercises and plenary sessions and debate to help you to understand this difficult and often stressful area of work.

Training options:

  • Half day course
  • Full day course
  • Two day course

Half Day Course

This half day in-house course is suitable for all clinicians carrying out telephone triage and consultations regularly. It covers the basic skills that are required for effective and safe telephone assessments within health care settings and is suitable for most service delivery models, from a total triage system to consultations.

During this 4 hour course, we will look at what constitutes a telephone triage or consultation over the phone and what you are trying to achieve through telephone interactions. We will also examine what communication skills are needed, look at different questioning techniques and learn how to take a call realistically, including the 3 key stages of every call. Other areas covered are safety netting, documentation standards and useful phraseology which could help mange conflict situations and increase your confidence when dealing with patients over the phone.

One Day Course

Our full day in-house course offers an interesting and thought-provoking session for clinicians and healthcare professionals looking to improve their telephone and triage skills. The 1 day course provides the real tools and techniques needed to carry out telephone interactions in the often risky area of clinical care.

Areas covered include telephone communication skills, questioning techniques, information gathering skills, safety netting and negotiation skills to manage a call to the best outcome. We will also examine when a telephone interaction may not be appropriate and how to manage difficult calls.

This is an interactive and challenging course, designed to give the participants a real understanding of what is required when assessing patients over the phone. The day includes the use of real call examples, interactive exercises, group work and scenarios designed around where you are working. We aim to make the course as bespoke as possible and it can be adapted to any area of clinical practice including Primary Care (In Hours), Out of Hours Services, Occupational Health and other healthcare telephone services such as Single Point of Access, Health Care at Home Services or Rheumatology helplines.

Two Day Course

If time and resources allow, our 2 Day Telephone Triage and Consultation Skills Course is a highly recommended way to support your telephone triage and consultation service. Not only will your staff gain a greater understanding of the skills required, but they can benefit from a less intensive approach than the 1 day course.

The content for day 1 is similar to the full day course; we will look at telephone communication skills, questioning techniques, information gathering skills, safety netting and negotiation skills.

During the second day we examine in greater detail what makes a call difficult and how to manage the behaviours of difficult or challenging callers. We will look at what you may need to consider to implement telephone triage as a new point of access and how to ensure it is being carried out effectively. You will study what equipment or resources may be required, what safety measures may be needed, what potential outcomes or local pathways need to be considered and how you can access those pathways. Finally, we will will help you to reflect on what quality assurance or supervision requirements you may need to consider, given the bespoke nature of your clinical area.

Our Telephone Triage and Consultation Skills Course can be delivered at a time that suits, including evenings and weekends, at no additional cost.

Please get in touch to discuss your needs further.

Dates available on arrangement

Telelearning can also create this course for you on arrangement either at your workplace or at one of their locations.

Our Telephone Triage and Consultation Skills Course can be delivered at a time that suits, including evenings and weekends, at no additional cost.
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Face-to-face
£834.00 (inc VAT)
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