Telephone Triage workshop - Reception Staff and Practice Nurses

The process of allocating appointments and managing urgent and routine patients presents a degree of risk to general practice. Staff (especially those new to general practice) can find it challenging to determine the high-risk patient, to determine what action to take and when to consult with other members of the practice team. 

This workshop is designed for Reception Staff and Practice Nurses, to assist them to gain the knowledge and confidence they need to safely undertake the prioritisation and triage roles, which are a growing part of the everyday process of managing patient demand. 

The content for the afternoon workshop, Telephone Triage, has been developed particularly with after hours in mind:

• Detail the differences between in-hours, extended hours and after-hours care.
• Learn how to balance the provision of access with patient needs.
• Understand how to utilise triage roles effectively and co-operatively.