Telephone Triage - GPs and Clinicians

3^rd March 2021 – 0900-1230

Overview: General practice is embarking on a transformational journey – a journey that is re-evaluating the people – the clinical resources it has, the processes – how it deploys those resources and the technology – the mechanisms by which it manages the engagement with the patients.

The key objective of Telephone Triage is to help patients access the right care at the earliest opportunity – and in a way that provides them with flexibility, convenience, security, a sense of ownership and the stimulation to invest in their wellbeing. There are numerous drivers for this patient centred approach and outcomes will include a more streamlined workload for GPs, ANPs and other members of the clinical teams. The aim to drive further practice efficiencies in terms of access to services and to deliver a more patient centred approach. It will achieve this by providing more efficient use of clinical time – which in turns provides patients with timely and personal access to the clinical teams.

Objectives:  Telephone Triage is an essential patient engagement technique that will further develop the skills of the clinical teams. There are different skills and abilities needed to undertake effective telephone triage and the clinical diagnosis. After this web workshop, clinical staff will be confident in handling the triage call, in diagnosing, advising and where applicable referring patients to care providers who work either within the practice team or to external care providers.

Telephone triage can present a challenging cultural shift for some clinical teams members – and we will explore the mechanisms to help make the change as smooth as possible – some of this will build on the existing understanding, within the practice, of the need to change and a realisation of the benefits these changes can have.

Successful telephone triage is reliant on 3 core principles:

1. Robust agreed protocols and patient confidentiality.
2. A full commitment from the whole team to support staff in delivering telephone.
3. Continuing audit of activity and outcomes including patient records, complaints and significant or serious incidents.

Training Recommendations, all clinical team members wishing to be considered for telephone triage training:

• Should be experienced GP Practice staff and understand the course outcomes.
• Should attend or have ‘Advanced Medical terminology’ training.
• Should understand that their work will be audited and monitored back in the practice.
• Will be considered as the Telephone Triage Champion in the practice and will be both the advocate back in the practice and will mentor other clincal and non-clinical team members .
• Practices must understand that implementation of telephone triage must be continually monitored, audited and significant or critical events reported to appropriate bodies.

The PMA Telephone Triage workshop has been created with an experienced practice team including Clinicians – GPs, practice nurses and experienced Practice Manager facilitators.

Outcomes of the workshop: 

By the end of this workshop, all delegates will have:

• Understood what telephone triage is  
• AND what it isn’t…
• How the process works
• Listened to patient and staff experiences
• Experience telephone triage
• Be familiar with the benefits of telephone triage
• Contributed to a Shared Ambition for telephone triage in the locality and Care Partnership
• Have the skills and personal actions to take this work forward
• Will develop their confidence in being able to conduct telephone triage

PROGRAMME OUTLINE -

Welcome & Introductions

Learning Outcomes

• Skills and confidence to deliver telephone triage
• Understanding what telephone triage & signposting is for
• Benefits to patients
• Benefits to the practice
• Practice protocols
• Patient records management
• Clinical role in telephone triage
• Communication strategies
• Patient safety

Introduction to Telephone Triage

This session will introduce why Telephone Triage is now a recognised tool to meet demand and create more efficient use of GP and clinical time and how it can increase access. Discussion will explore the benefits, risks and limits of the approach. 

• Definition of Triage
• The purpose of triage, why do we need it - Right person, in the right place at the right time
• Use of software - For example, triage assessment system (TAS) or Standard operating procedures (SOPs)
• Opening a call - Introduction and confirming callers basic demographics and/or consent to speak to a relative, friend or carer
• Communication - Open questions
• Red flags
• History taking - Presenting complaint (PC), history of PC, PMH, Allergies etc
• Triage streams - Book-On-Day (BOD), Routine GP, ANP, GPN, HCSW appointments etc
• Clinical Appointment system - Allocation of slots, appointment length, red slots for BOD etc
• Confirm the triage outcome with the patient

How are you feeling?

• Thoughts from a patient’s perspective
• Thoughts from a GP practice staff perspective

How will the GP and Clinicians role change with Telephone Triage 

• Clinical outcomes and diagnosis
• Referrals to allied healthcare professionals and other internal and external clinical team members e.g. physician associates, paramedics etc

Practical Session

This will be based on real scenarios and will be an opportunity for participants to develop new techniques to deal with enhanced patient interactions. The emphasis will be on developing confident communication skills.

Q&A - Summary

Close

To book your place on this course, please visit the Mid & South Essex Training Hub Eventbrite page.

This training course has been commissioned by the Mid & South Essex Training Hub, and is aimed at aimed at both GP’s and Practice Clinicians across Mid and South Essex HCP. The courses will be delivered by the Practice Managers Association (PMA).