Telephone Triage is a process by which the patient appointment system at a surgery is managed by a nurse or other qualified healthcare professional. When a patient phones in, they can then be assessed according to their need before deciding their next course of action. Questions are asked about their condition, how they’re feeling and about their medical history. The idea is to work out whether the patient’s medical problem can be managed without them needing to come in for a face-to-face appointment. However if an appointment is definitely required, the patient will then come in and see the appropriate healthcare professional, be it a GP, nurse, midwife or healthcare assistant.
What are the skills needed for an effective triage service?
A healthcare professional carrying out a triage call doesn’t have the luxury of being able to physically examine a patient, so they rely on purely verbal communication. Sometimes it’s just about listening to the subtleties of the call; does the patient sound frightened or anxious? Are they describing symptoms which are particularly concerning? It’s about using their skills, experience and judgement to accurately recommend the best way forward.
Essentially, a nurse, pharmacist or other healthcare professional who is carrying out the triage call is trying to accurately determine the level of care that the patient requires, be it a doctors appoint, hospital appointment, a referral or an ambulance. It’s an incredibly skilled and valued service, particularly for those who are elderly, immobile or vulnerable.
What are the benefits of Telephone Triage?
Sometimes patients just need a quick solution to something relatively simple, such as receiving blood test results or asking a question about medication. They don’t necessarily want an appointment in person, or need one, and Telephone Triage allows them to get what they need quickly and easily.
Telephone Triage also helps to keep appointments available for patients that really need them and help to reduce no-shows. They can offer advice and reassurance to people who would like their mind put at rest, especially those who really don’t wish to see a doctor if they can avoid it.
Are you a healthcare professional who regularly carries out Telephone Triage?
If so, our scheduled course Telephone triage refresh & refine is well worth considering. Allowing nurses, pharmacists, doctors, health visitors and other allied health practitioners to boost their knowledge, it provides participants with a review of basic skills as well as a look at more challenging issues.
The course is worth 7 hours of CPD and is held on the 6th May 2020 at Hamilton House in London. All course material, evaluations and certificate of attendance are included as well as light refreshments. Candidates will need to provide their own lunch.
It’s a popular one and spaces are always limited so make sure you book up early to avoid disappointment.
