online telephone triage training

Telephone Triage Online Training Course

A remote-learning telephone triage and consultation skills training course for clinical staff.

Course overview

Our telephone triage online training courses give GPs (in hours or out of hours), nurses, paramedics, pharmacists and other clinicians the skills they need to perform telephone triage and consultations.

*note that this online course is not suitable for non-clinical staff.

Why attend a telephone triage online training course

Most clinicians are now using the telephone as the first point of contact with their patients, many finding themselves doing more telephone work than ever before.

This specialist role carries significant risks, such as:

  • inappropriate outcomes
  • dissatisfaction
  • legal liability due to delay or denial in care
  • inappropriate use of resources
  • reduction of appointment availability

To manage such risks, clinicians may want to take a telephone triage course to brush up on their skills. Indeed, many clinicians have never received training in this sub speciality.

What is covered by the course

The content of our remote-learning online telephone triage training course is the same as our full day in house training.

Our course will provide clinicians with a real understanding of how to manage the risks involved in telephone assessments to practise safely, effectively and efficiently.

Delegates will leave the course armed with useful solutions to managing common calls and the more challenging demands, whether they are new to telephone triage and consultations or experienced in this area.

It is suitable for GPs, nurses and indeed any clinician carrying out telephone assessments in Primary Care.

How our telephone triage online training courses are delivered

This remote-learning telephone triage course is as interactive as the classroom-based session, with lots of audience participation and open discussion.

All you will need to participate in the online training course is access to the Zoom platform on your device and an email address.

Telelearning provides the training materials necessary for the day via email before the event, as well as the log in information.

The training day runs from 9.30am (registration at 9.15 am) to 4.30pm and following the event, we will send you an attendance certificate for CPD purposes (6 hours CPD).

If you would like to sign up for our telephone triage online training course, please fill in the form below.

This course at a glance

Learning time: 6 hours CPD

Suitable for: Clinical staff, including GPs (in hours or out of hours), nurses, paramedics and pharmacists

Cost: £180 (inc VAT) per person

Course dates coming up

  • July 23, 2024
  • Aug 9, 2024
  • Sept 9, 2024
  • Oct 30, 2024

Learning outcomes of this online course

  • Understand the purpose of telephone consultations/triage
  • Refresh the knowledge and skills of those already doing telephone work
  • Provide knowledge and awareness for carrying out appropriate, cost-effective and safe assessment
  • Improve the clinician’s confidence in telephone work
  • Develop an awareness of the communication and questioning skills required

Online Telephone Consultation and Triage Skills Training

Learning objectives

  • Demonstrate an awareness of managing the risks of telephone work
  • Demonstrate the core skills needed for telephone work i.e. questioning skills, communication skills and negotiating skills
  • Explore the documentation requirements in telephone triage
  • Practice safe and comprehensive assessment throughout the 3 key stages of a call
  • Learn some common phrases and techniques for managing routine and complex calls
  • Use examples of calls, scenarios, role play and plenary to consolidate learning

Online training programme content

  • Telephone consultations/triage – their purpose
  • Identifying the risks in telephone work
  • Communication and listening skills
  • Questioning techniques
  • Structure of a call –
    • Stage 1 - Opening a call
    • Stage 2 - History taking and information gathering
    • Stage 3 - Closing, safety netting and management plan
  • Scenarios / role play
  • Record keeping and documentation standards
  • Summary and closure

Book your training session


Once payment has been made, you will receive confirmation of your booking via email and details for accessing the course will be sent within 24 hours of booking.

Online Telephone Triage Course Enquiry

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