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We’re the leaders of the pack when it comes to specialist telephone triage and telephone consultation healthcare training.

In-House Training Workshops

We provide half-day, 1 day and 2 day in-house training workshops suitable for clinicians and non-clinicians looking to improve their telephone triage and telephone consultation skills.

Half-Day Telephone Triage and Consultation Skills Course (4.5 Hours In-House)

Our Half-Day Telephone Triage and Consultation Skills Course is suitable for all clinicians carrying out telephone triage and consultations. Over 4.5 hours, the workshop covers the basic skills required for effective and safe telephone assessments within health care settings. It is suitable for most service delivery models, from a total triage system to consultations offered when appointments have gone.

Full Day Telephone Triage and Consultation Skills Course (In-House)

During our Full Day Telephone Triage and Consultation Skills workshop, you will study the skills and tools required for effective and safe telephone assessments within health care settings. The course includes telephone communication skills, history taking in the absence of visual or physical confirmation, safety netting and medico-legal concerns related to telephone assessments. This full day course (7 hours including breaks) is suitable for all clinicians carrying out telephone triage and consultations.

2 Day Telephone Triage and Consultation Skills Course (In-House)

Our 2 Day Telephone Triage and Consultation Skills Course provides further opportunities to consolidate the learning from our full day course through the additional use of scenario work. We look further into real-life situations, such as managing difficult callers and what constitutes difficult behaviour. We will also look at the protocols required for the implementation of a telephone triage and consultation service, with the aim of your service developing their own in-house protocol for the management of a telephone service.

Planning for a Total Triage Service Delivery Model (Dr First)

With demand for appointments commonly outstripping the capacity to meet this demand, many practices are moving to a service delivery model of ‘total triage’.  Often referred to as ‘Dr First’ or ‘GP Access’, this model is designed to redirect many face-to-face appointments to telephone management, where is is safe to do so. Our Planning for a Total Triage Service Delivery Model training course supports practices in moving to this complex and often diverse delivery model.

Sign-Posting, Prioritisation and Telephone Customer Care Skills For Non Clinical Staff (3.5 Hours In-House)

The role of the Receptionist or ‘Care Navigator’ is key to the smooth running of the surgery or service. As the first point of contact, they are often responsible for correctly prioritising patient that require contact by a clinician and redirecting the caller to the appropriate point of access. Our Sign-Posting, Prioritisation and Telephone Customer Care Skills course is designed to show the Receptionist how important their initial probing is and how it affects the demand that is created. We will give them the skills to carry out the right level of enquiry and use the best ‘customer care’ skills to signpost effectively.

Care Navigation Programme

We aim to show Care Navigators and other first point of contact staff, the benefits of initially ‘probing’ to identify the reason for the request for an appointment or call back. Many appointments or call backs (telephone triage/consultations) are given to patients who do not require either a face to face consultation, contact with a clinician, or with the wrong health care professional. True Care Navigation encourages non-clinical staff to determine what is best for the patient, using good communication skills and engagement to ensure callers are satisfied with the solution offered by the Care Navigator. This may include signposting outside the service or management of the request by a non-clinical member of staff. If probing is done effectively, it can result in a huge proportion of appointments requested being diverted elsewhere.

If face to face consultation or call back is required, it is then important that the Care Navigator is able to determine the urgency to help prioritise the patient and navigate to the right level of care to help facilitate the right outcome for patients.

Online Training Courses

For staff who are unable to access in house training, or who prefer other educational formats, we have developed a range of online training courses for clinicians and non-clinicians looking to improve their telephone triage and telephone consultation skills.

Telephone Triage and Consultation Skills (Online Course)

Our Telephone Triage and Consultation Skills course covers everything you need to know about carrying out telephone assessments in Primary Care, but is adaptable to any area of telephone care. It includes information on communication skills, questioning techniques, the three key stages of taking a call, information gathering, safety netting and clinical governance arrangements including clinical audit, protocol use and documentation standards.

Telephone Communication and Customer Services Skills (Online Course)

Our Telephone Communication and Customer Services Skills online course is designed around our face-to-face training course for GP Receptionists and is highly valued by Practice Managers.The programme addresses the core abilities needed by the Receptionist (or other non clinical staff) to ensure the safe and competent handling of initial contact. We will give staff the skills needed to redirect patients to the most appropriate provider, within the most effective time frame.

Do you have specific requirements?

If you would like to discuss your specific training requirements, please don’t hesitate to get in touch.  We have delivered training across the UK and abroad, to all kinds of different healthcare organisations and groups.