Target Group: Clinical staffAgenda
- 2:30 – 2:40: Introduction & Pathways Update: One page adult mental health referral pathways – update – Chair Dr John Babalol, Associate Clinical Director Newham Mental Health ELFT
- 2:40 – 3:10: Crisis Management and Services: Patients in crisis, how to manage and who to call? How do the crisis service and home treatment team operate? Are there any alternatives? – Dr Dominic Dougall, Clinical Director – Newham Adult Mental Health & Ed Landor, Crisis Lead ELFT
- 3:10 – 3:40: Eating Disorders: Seeing beyond Anorexia: What are the different types of eating disorders, how is disordered eating different to eating disorder and what NEW services are available? – Dr Brian Sheeran, Clinical Lead for Eating Disorders ELFT
- 3:40 – 3:50: Break
- 3:50 – 4:30: ADHD: Cases & Challenges – Dr Adetoro Adenola, Consultant Psychiatrist – ADHD Clinic
- 4:30 – 5:00: Medically Unexplained Symptoms: ‘All body pain’ – moving beyond the heatsink – Understanding medically unexplained symptoms, what is the new diagnostic term for this and what can we do to help patients – TBC
- 5:00 – 5:30: Dementia: Dementia – don’t forget! Tips on screening and referring – Dr Juliette Brown, Consultant Psychiatrist, Mental Health for Older Adults Team
Target Group: Non-clinical staff 1. Welcome & Introductions
2. Introduction to Telephone Triage
This session will introduce why Telephone Triage is a recognised tool to meet demand on clinical time and how it can increase access. Discussion will explore the benefits, risks and limits of the approach.
- Definition of Triage
- The purpose of triage, why do we need it – Right person, in the right place at the right time
- Use of software
- Opening a call – introduction and confirming callers basic demographics and/or consent to speak to a relative, friend or carer
- Communication – Open questions
- Ruling out red flags
- History taking
- Triage streams – Book-On-Day, Routine GP, ACP, GPN, HCSW appointments, etc.
- Clinical Appointment system – Allocation of slots, appointment length, red slots / urgent, etc.
- Confirm the triage outcome with the patient
3. How are you feeling?
- Thoughts from a patient’s perspective
- Thoughts from a GP practice staff perspective
4. How will the Receptionists role change with Telephone Triage and Active Signposting
Sources of help receptionists will refer patients to, including:
- ARRS roles
- Other Healthcare professionals & services
- How to assess urgency and prioritise referrals
- How to deal with a red flag issue
5. Clinical Perspective
Telephone Triage from a clinical perspective presented by a clinician with lived in experience in setting up, updating and implementing the system in practice.
6. Receptionist Perspective
Telephone Triage from a frontline perspective presented by a receptionist with lived in experience across multiple practices in assessing demand and prioritising need for appointments to deliver excellent patient care.
7. Practical exercises
There will be interactive exercises throughout the session that will require the attendees to think about a situation that they have previously encountered and to think about how they deal with it and what they would do differently.
This will be based on typical scenarios found in GP Practices and will be an opportunity for participants to develop new techniques to deal with enhanced patient interactions. Emphasis will be on developing confident communication skills.
8. Q&A – Summary
9. Close
If by attending, your practice opening offer would need to be a skeleton one, Newham Health Collaborative will be able to provide the telephone cover for the period of 2:30pm-6:30pm with a same day urgent care offer – this means that your telephone lines will be transferred to NHC from no earlier than 2:30pm.To arrange this cover please email Newham Health Collaborative nhc@nhs.net and ICB team nelondonicb.tnwprimarycare@nhs.net by no later than by 5pm on Wednesday the 12th April.NHC will cover the telephones until 6:30pm, but they cannot transfer your phone service to your out of hours provider – so you will need someone in your team to do this at your practice at 6:30pm to complete this task.NHC call handlers will complete an initial triage when taking each call and patients will be referred to one of our Urgent Care GPs who will provide a telephone consultation. If an urgent face to face appointment is needed, the patient will be offered an appointment at our UTC divert service Essex Lodge. Please do not signpost your patients to Essex Lodge if attending the PLT session.Practices should plan for a skeleton service at their premises and patients should be able to access the practice to collect prescriptions, etc.If you are aware of a member of your practice team who has not received the email invitation, please advise Johanna North on Johanna.North1@nhs.net who will be happy to ensure that their details are added to the circulation list.
