Principles of Telephone Triage

Course summary

This learning covers the importance of ones own accountability in relation to triaging patients on the telephone. It explores the principles of effective use of assessment tools, communication, responses and appropriate safety netting and signposting.

Applicable audience	This learning is suitable for learners who undertakes clinical telephone triage as part of their role.
Pre-requisites	There are no pre-requisites required for this learning.
Delivery method	This learning is delivered by a virtual classroom.
Duration	This learning will take 2 hours to complete.
Materials and resources required	Learners should have access to a computer with an internet connection and Microsoft Teams.
Refresher	This learning should be completed as required.
Minimum/maximum learner numbers	A minimum of 4 and a maximum of 12 learners are required for this learning.

The aim of the learning 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 role.

Learners will be able to:

Describe accountability in relation to triaging patients on the telephone
Identify appropriate responses from a group of patients
Describe the importance of safety netting and signposting
Evaluate the value of effective use of SBAR (Situation, Background, Assessment, Recommendation) tool
Describe the use of NEWS2 (National Early Warning Score) in communicating a patients condition
Discuss barriers to communication and the benefits of using active listening to undertake an effective consultation