Care Navigation Workshop 2 – Telephone Triage

Suitable for: Non-clinical staff

These are three half day workshops, each building on the last. If your Surgery cannotrelease staff, we can discuss with you what will best meet your training needs anddesign the programme to fit your budget and time available.

OUTCOMES FOR THE WHOLE PROGRAMME

By the end of the three workshops, participants will:

Ø Have been introduced to and practised relevant communication skills

Ø Have increased confidence in communicating with and responding to patients

Ø Have more confidence in triaging & signposting patients

Ø Have increased knowledge of the sources of advice and support available

Ø Have been introduced to flowcharts that assist with making triage & signposting decisions

Ø Understand the importance of a whole team approach and how their role fits with this

MODULE 2 – TRIAGE

AIM – To build on confidence in triaging & signposting patients withincreased knowledge and understanding the importance of ‘protocols’

OUTCOMES

By the end of this workshop you will:

• Understand the meaning of triage

• Understand the purpose of triage in the General Practice setting

• Understand the roles and responsibilities of all staff in implementing triage

• Understand the challenges faced in implementing effective triage and how to overcome these

• Explore the perception of triage by

o The patient

o The receptionist

o The clinician

• Understand and have practiced the communication skills needed for effective triage

• Understand and have practised the skills in gathering appropriate information – such as take a history

• Have explored the differences between: Emergency, Urgent and Routine requests

• Be aware of ‘red flags’ and know what action to take

• Have increased confidence in their ability to perform their new role