Audience: Administration and Reception staff
Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff, who will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake telephone triage and the necessary signposting are valuable in other new non-traditional roles such as Document Management, HCA and Care Navigation. After this web workshop, staff will be confident in handling the triage call, in advising and referring patients to care providers who work either within the practice team or to external care providers.
Telephone triage and signposting can present a challenging cultural shift for some teams and individual team members – and we will explore the mechanisms to help make the change as smooth as possible – some of this will build on the existing understanding, within the practice, of the need to change and a realisation of the benefits these changes can have.
Learning outcomes: ❖ Realise the impetus ❖ Promote the benefits to patients ❖ Work as a team with all practice staff ❖ Keep patients and staff safe ❖ Understand clinical and non-clinical triage differences ❖ Gain the skills and confidence in triage ❖ Incorporate care navigation and signposting ❖ Develop effective communication strategies ❖ Engage in processes for improving systems ❖ Be involved in implementation and development ❖ Help you formulate a ‘plan of action’ for your role
Course Provider: Practice Managers Association