protocol, and assign acuity Telephone triage aids in getting the patient to the right level of care with the right provider in the right place at the right time (AAACN, 2007). MANY busy practices use non-clinical staff to triage calls from patients. The key player here is the receptionist answering the phone. Questioning styles. However, there … Telephone Triage Techniques Read More » Dr Diarmuid Quinlan asks: do you rely on common sense, or have you Active listening. A clear triage policy/guidelines should be in place and all practice staff should be familiar with it. In 2018, I wrote about our switch to full telephone triage for every GP appointment—something my GP practice has been doing since 2013. • Where a receptionist is unable to determine the urgency of a telephone call, the patient should be transferred to the practice nurse or on-call doctor for triage. In this context a patient’s usual GP or Nurse Practitioner is the best person to provide assessment and An effective telephone triage system is clearly an essential tool in this new way of working. Pediatric Nurse Telephone Triage A decision-support tool that is a companion to Pediatric Telephone Protocols, and helps office staff deliver superior telephone advice. Guidelines for appointment booking global health at MIT. RACGP Training of administrative staff Standards for. Most patients who phone for an appointment can be broadly categorised into three areas: emergency, urgent or routine. Use of telephones is now virtually universal in Britain, and telephone consultations have quadrupled from 3% workload in 1995 to 12% in 2008. Use of the form by all clinicians ensures consistent data collection. Aug 5, 2009. Telephone Triage Protocols for Infants and Children Age Birth to Six Years is the first and only age-based, patient-centered, completely customized guidelines specific to infants and young children. Number of Protocols • Currently there are 24 9 active pediatric Office-Hours protocols (see Appendix A), including 20 behavioral health protocols (see Appendix T). 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. Cheshire,
ACTION: Ensure staff are appropriately trained and supported and that they are fully aware of practice protocols for dealing with appointment requests. GP/ OOH Telephone Triage Sepsis Tool To be applied to all children under 5 years with fever (or recent fever) symptoms NB there is no systems substitute for clinical experience & acumen, but Red Flag Sepsis will help with early However, there … Telephone Triage Techniques Read More » By the end of this workshop, all delegates will have: This session will introduce why Telephone Triage is now a recognised tool to meet demand and create more efficient use of GP and clinical time and how it can increase access. Use of telephones is now virtually universal in Britain, and telephone consultations have quadrupled from 3% workload in 1995 to 12% in 2008.3 . Apprenticeship Standards & Qualifications, To find your ideal workshop, course or masterclass just start typing below…, If you can’t find what your looking for call us on 0330 111 6459 or email, Telephone Triage – for front line staff & reception staff, Telephone Triage –for front line staff & reception staff. 15 Nov 2018 @ All Day - Delivered by M&K Update, this 2 day course will support receptionists & HCSWs with the identification of patients with urgent health needs. Also, it is not helpful for a patient to simply be informed “there are no appointments”, without any attempt to clarify the patient’s concerns or to offer some kind of alternative solution. Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. With characteristic prescience, Geoffrey Marsh was promoting telephone consultation as part of the future of general practice a quarter of a century ago 4 but its use is sharply rising. Nurse Triage Initiative Improving the Performance of. The General Medical Council has published a statement outlining how it will support doctors during the pandemic and how it will continue to regulate during this time. Should attend the full session of Active Signposting training and understand that their work will be audited and monitored back in the practice. All patients seeking urgent same-day care (by phone in person) must be triaged by receptionists to establish the urgency of the need for care, specifically: All patients entering the practice need to be visually screened (triaged) by reception staff and concerns relayed to an appropriate nurse of GP in a timely manner (immediately if indicated). triage policy, and the actions of the staff implementing it, resulted in this patient not receiving appropriate care. Telephone Signposting and Triage for Receptionists and HCAs. Urgent problems, however, often present incompletely or vaguely and may get missed at reception because they “don’t fit” the protocol. I allot 20 minutes for face-to-face appointments involving gynaecology, mental health, interpreters, or more than one problem. Should attend or have ‘Medical terminology’ training. It would also be advisable to conduct an appropriate risk analysis, such as a significant event analysis, to ensure such an error is not repeated. Successful telephone triage and safe signposting are reliant on 3 core principles: All frontline staff wishing to be considered for telephone triage: The PMA Telephone triage workshop has been created with an experienced practice team including Clinicians – practice nurses and experienced Practice Manager facilitators. Jun 9, 2015 - Explore TriageLogic's board "Nurse Triage and Triage Protocols" on Pinterest. A recent survey of 1148 practices found that 56% used some form of telephone triage; 9% of practices triaged all their patients. The only other staff member is a receptionist. The nurse was found in breach of the Code for failing to respond appropriately to the telephone call and failing to Medical Receptionist Phone Triage Protocols Guidelines for Field Triage of Injured Patients. Encourage staff to listen to the patient, to exercise their judgement in each case but to always seek advice if they are unable to make a simple decision on how best to proceed. There are numerous drivers for this patient-centred approach and outcomes will include a more streamlined workload for GPs, ANPs and other members of the clinical teams. Triage Notes for receptionists Talkmedicalonline. It is vital that any staff member involved in this system receives specific training in the telephone triage process and that support is on hand from a nurse or doctor. November 17 - November 18 £270 . Telephone triage is a critical component of a successful demand-manage-ment system and is a necessary tool for managing risk. PMA House
Receptionists receiving calls from patients asking for a same-day appointment offer the option of a doctor ringing them back. Newly announced capacity and funding for apprenticeships, PMA launch free-of-charge NHS App Training Module. © Copyright by Delegate Central. Contact us to learn more or start your 30-day free trial today. For practices seeking to implement a telephone triage protocol, it is helpful to involve staff and consider their opinions when drafting it. Discussion will explore the benefits, risks and limits of the approach. Where there is any doubt, practice staff must err on the side of caution and seek guidance from a nurse or doctor.
2020 telephone triage protocols for receptionists