Telephone Triage and Consultation Skills Course
2 Day In-House Course
If time and resources allow, our 2 Day Telephone Triage and Consultation Skills Course is a highly recommended way to support your telephone triage and consultation service. Not only will your staff gain a greater understanding of the skills required, but they can benefit from a less intensive approach than the 1 day course.
The content for day 1 is similar to the full day course; we will look at telephone communication skills, questioning techniques, information gathering skills, safety netting and negotiation skills.
During the second day we examine in greater detail what makes a call difficult and how to manage the behaviours of difficult or challenging callers. We will look at what you may need to consider to implement telephone triage as a new point of access and how to ensure it is being carried out effectively. You will study what equipment or resources may be required, what safety measures may be needed, what potential outcomes or local pathways need to be considered and how you can access those pathways. Finally, we will will help you to reflect on what quality assurance or supervision requirements you may need to consider, given the bespoke nature of your clinical area.
Our Telephone Triage and Consultation Skills Course can be delivered at a time that suits, including evenings and weekends, at no additional cost.