We purchased the three online modules relating to Telephone Triage for our team of over 40 nurses working in an Out if Hours setting. The modules provided an excellent refresher course for our staff. Many of the nurses remarked on how useful it was to revisit basic principles and to be reminded of how best to manage risk when carrying out telephone triage. The modules are an invaluable resource for nurses working in an area where very little training is available.
Walsall CCG recently commissioned Sally-Anne Pygall to provide training to clinicians and administrators/practice managers at five GP practices to support them to deliver a GP telephone triage pilot to improve patient access to general practice. Feedback from the training was excellent with one GP saying: 'he had attended a number of telephone triage training courses in the past and this was the best one he had attended'. Sally-Anne is extremely flexible and supportive, working constructively with the CCG to organise and deliver this training across a number of practices to ensure best value. The five pilots are at various stages of completion and early indications are very positive: the training provided by Sally-Anne has played a key role in supporting the pilots to be successful.
Sally-Anne worked with a number of practices in South Manchester CCG to support them in making changes to their appointments systems and managing patient demand. She provided practical and valuable tools to facilitate telephone triage, assisting both the reception teams and clinicians to handle calls confidently, signpost patients effectively and manage patient expectation and need. Her hands-on and friendly style was very well received by all the practices and they each fed back positive reports of the excellent training she delivered. We would definitely work with Sally-Anne again; her experienced and professional approach really works!
Sally-Anne was commissioned to provide customer care training to patient facing staff. The training was extremely well received, evaluated positively and received excellent feedback.
We found it beneficial that we were able to tailor the training to meet the needs of our practices. We have since commissioned a customer complaints handling session and are working with Sally- Anne to provide a bespoke offering in line with the requirements of our GP practices.
I would have no hesitation in recommending Sally-Anne as a training provider, the service provided is gold star.
Just to let you know that our staff have given us overwhelming positive feedback about the course yesterday. They have said it was one of the best, if not the best courses they have ever been on! They said they think this is an absolute must for all staff, regardless of how experienced they are.
After increasingly poor responses from patients about our appointment system – not to mention increasing frustration and despair from our Reception team – we knew it was time to try and improve our GP appointment system. We knew that a lot of the changes we wanted to make would hinge on how well our team (both Receptionists and GPs) could communicate with patients on the phone.
With a clinical background, Sally-Anne immediately hit it off with our GPs – and her bubbly personality, coupled with her knowledge and experience of different Practices quickly won over our Reception team. Her no-nonsense, practical approach meant we were ready and able to make the changes we needed in the timescale we planned. As a direct result of Sally-Anne’s input, our Receptionists now feel more comfortable and confident in signposting our patients when they request a GP appointment – and our GPs feel more comfortable and confident with telephone triage/consultations. And the demand for our appointments is now so much more manageable. SUCCESS!
I wholeheartedly recommend Sally-Anne to any Practice who is struggling to manage their demand for GP appointments. Effective communication with your patients is a key part of the solution and Sally-Anne is an expert with lots of practical advice and effective support to guide you through the changes you need to make.
We recently introduced a telephone triage system to our surgery and invited Sally-Anne to train our staff in order to enhance confidence and understanding of the system. Her huge breath of experience, passion about telephone triage and excellent presentation skills meant that every individual at the session gave positive feedback and identified several learning needs that had been achieved. I personally feel empowered since the training session and have noticed that not only are my telephone consultations of better quality but also my medical note taking and face to face consultations.
Sally-Anne is obviously an extremely capable teacher who knows her subject well, presenting her content in an educationally sound manner that kept the groups engaged throughout.
She brings a fresh patient centered view to the busy demanding situation we all deal with. Her aim is to safely provide the patient with what they need, rather than what they thought they actually wanted, whilst leaving them satisfied that they have been looked after by a competent caring professional.
In today's environment of health care in General Practice, we feel this is our greatest challenge. I would thoroughly recommend her to any practice, whether you think you have got it right already or not!!
Dear Sally-Anne, I would like to send a quick note of feedback regarding our telephone consultation training held recently in Sheffield and conducted by yourself.
Immediately prior to the training (initially of reception staff and then of doctors/nurses) our waiting times for a pre-bookable appointment were approx 8 weeks at one site and 3 weeks at the other site. Within 2 months of running the triage pilot with trained staff, the waiting times are 2 weeks and 3 days respectively. AND patient satisfaction has increased measurably as evidenced by monitoring of patient satisfaction since the trial. I am absolutely delighted with these results, our patients and practices are already seeing benefits in a matter of months.
Sally gave two consecutive presentations, first to reception and administrative staff, then to clinical staff. The room was cramped, hot and less than ideal but both groups agreed it was some of the best training we had ever had. Sally kept us engaged and involved throughout. I don't know how she did it especially the second time. It was interactive and fun with plenty of questions and answers. She made us feel like a team and the Practice buzzed for days after. In summary "we could not have done it without you, thank you".
I have to confess that I attended with a degree of cynicism, having conducted telephone consultations for 20 years, but I really enjoyed the afternoon. It made me go back to some basics and analyse what I really do when I am on the phone. I came away with several useful tips.
I attended the telephone consultation training. What an absolutely excellent training session. This was a very high impact session, which will undoubtedly change the way I practice medicine
Sally-Anne Pygall runs a company which fills a vital need, that of providing training in a difficult area of clinical practice, namely consulting with patients over the telephone. She is an excellent communicator with an obvious passion about doing telephone medicine safely and appropriately. Her exceptionally detailed knowledge, not only of the sector, but the pitfalls in practice and the medico-legal ramifications of getting it wrong ensure that even the most experienced clinicians should leave her courses with better skills and a safer outlook.
I recently went on the RCGP telephone consultation skills course run by Ms Sally-Anne Pygall. She was a very enthusiastic and expert telephone consulter and inspired me to come back to my practice of 5000 patients and reconfigure our whole appointment system!
I work in an area of high deprivation with English as a second language for the majority of my patients. I have been doing telephone consultation surgeries for the past 2 months and am able to have 40 contacts in a 4 hour surgery compared to the 20 I was having before.
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