Ireland. Dr Spineless will grumble and Mrs Wimp will probably know of his frustration – a row brews! Triage is a way of making sure patients get the quickest possible response to urgent healthcare needs. A good place to start is to ask your receptionist: Many doctors hope that their receptionists can recognise and respond appropriately to such situations, but hope is not a reasonable expectation. High-quality urgent care begins with the first impression. It makes the listener uncomfortable, anxious and makes them aggressive in turn. Follow up any patients the GP is unable to contact An assertive individual listens, negotiates and effectively influences other people. MPS is not an insurance company. Recognising the unwell patient for GP Receptionists and HCAs. If it is settling you will take him to the Health Visitor tomorrow but if not, you will ring back and I will see him at the Primary Care Centre before 11 o’clock. • 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. For instance, if someone has rung up about an hour’s worth of sore throat it may be reasonable to politely say e.g. Always try to maintain respect for the other person and avoid labelling “Typical behaviour – they’re all the same “. ACTION: Ensure staff are appropriately trained and supported and that they are fully aware of practice protocols for dealing with appointment requests. Closed questions, on the other hand, can easily be answered with a yes or no e.g. Your review has been submitted successfully, You typed the code incorrectly. The optimum number of participants at each Workshop is 15-20. If not, the patient may be made even more anxious and refuse the ambulance when it arrives. Mrs Roberts is the mother of Amy, an only child who was born as a premature baby. Options include having a GP or nurse available for triage, either face-to-face or over the phone, with receptionist prioritisation also becoming more commonplace. Even these calls can lead to a rewarding consultation if appropriately completed. Training Recommendations, all frontline staff wishing to be considered for telephone triage: Should be experienced GP Practice staff and understand the course outcomes. ), Flowing (Colleagues and patients follow the thought train easily), Right to refuse a request if it is unreasonable or unacceptable, Introduce yourself clearly and in a friendly way. The evidence regarding feasibility, safety, user acceptability, costs, and GP workload implications of telephone triage is mixed. Advice-giving aside, much of the battle the receptionist faces can be won with a good telephone manner and… Poor triage technique is often a marker for broader difficulties in consultation processes that make for patient misunderstandings and stress for clinicians. GPs’ receptionists are deterring patients from going to the doctor, with almost half of patients put off by worries they will be grilled about their symptoms, a study has found. It provides an enormous wealth of free resources for doctors, trainees and educators and has been well established for nearly 20 years. You need to be persistent, to stick to the point of what you want to say, and just keep saying what you want to say over and over again. Closing date 14th January. Despite routine recording of most telephone triages, adequate note keeping is still vital. Research evidence on ending the consultation. Reception Triage - What to expect; Referrals - What to expect; Safeguarding; Telephone Advice; Test Results; Useful Numbers; Zero Tolerance Policy; Useful Resources. Inputting data 2. The evidence regarding feasibility, safety, user acceptability, costs, and workload implications of telephone triage is mixed. TRIAGE TRAINING FOR RECEPTION STAFF. Regular triage training, refreshers and discussion of incidents and near misses during staff meeting, ... • Have a triage flowchart available for reception and clinical staff to refer Course Overview. We were therefore surprised that such a high number of simulated calls were correctly referred for immediate care. Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff and Care Home staff, who will move away from a passive role and have a more direct impact on patient health outcomes. 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