Aims
- 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
- Understand when it is possible to carry out self-examination via the telephone
- Discuss and practice safe and comprehensive history taking within a telephone context
- Understand the 3 key stages of taking a call
Objectives
- Demonstrate an awareness of identifying the risks of telephone work
- Demonstrate the core skills needed for telephone work i.e. questioning skills, communication skills and negotiating skills
- 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
Training Programme
- Telephone consultations/triage – their purpose
- Communication and listening skills
- Identifying the risks
- Questioning techniques
- Examinations via a phone call
- Structure of a call –
- Stage 1 - Opening a call
- Stage 2 - History taking and information gathering
- Stage 3 – Closing a call including safety netting and management plans
- Scenarios / role play
- Summary and closure
Your contact details will be shared with Telelearning.co.uk.
This event is funded, through the Training Hub, by public money. Non-attendance therefore comes at a cost to patients, the NHS, and the public. Spaces at our events might be limited and your absence may prevent others from benefiting from the opportunity. If you are no longer able to attend, please notify us by replying to this email as soon as possible. For cancellations less than 72 hours prior to the course start date and all ‘no-shows’, we reserve the right to charge a £50.00 administration fee.