Try to deal with issues one at a time. We hired a new receptionist who doesn't have telephone triage experience. Ensure overall practice compliance with RACGP Accreditation Standards in relation to triage. All nurse training for the extended role has been fully funded and supported by the practice. Mrs Roberts is the mother of Amy, an only child who was born as a premature baby. The call management techniques that help communication and make for a good outcome for clinician and patient are described. I work in a small clinic setting where we mainly see adult patients. More importantly, how can we prevent it from going wrong? We hired a new receptionist who doesnt have telephone triage experience. Just clear will do! They fear that active signposting would be a waste of time for them. When a decision is made the following main outcomes are the result: Share your thinking with the caller, i.e. The course includes telephone communication skills, history taking in the absence of visual or physical confirmation, safety netting and medico-legal … Typically, Receptionists are brought together from different surgeries in a PCN/Locality for group training. Always empathise as few patients, no matter how offhand they seem, take the decision to call lightly. All frontline staff wishing to be considered for telephone triage: Should be experienced GP Practice staff and understand the course outcomes. Are the results of this single study valid? Respiratory and/or Cardiac Arrest; Chest pain or chest tightness (Chest pain lasting longer than 20 minutes or that is associated with sweating, shortness of breath or radiation to another part of the body is to be considered a ‘heart attack’ until proven otherwise, regardless of the age of the patient). try imodium …. The Staffordshire criteria or the NDUC/ NHS Direct North East visiting algorithm (Appendix 1) clearly define the letter of the law. There are no articles matched the search criteria. To rely on the common sense of receptionists to identify rare situations, and hope they respond appropriately, may pose an unacceptable risk to patients, staff and clinicians. Do not be deterred by or respond to anything, which is off the point you are trying to make. This is important. GP Triage . This is an area where assertive negotiation may be required to establish a genuine win/win relationship with the caller. Depending on what your practice expects of the reception team you would explore issues with patients needing urgent assessment, patients needing urgent prescriptions, how to manage demand for 'on the day' appointments and still allow advanced booking. I Phrases can make repeated or sensitive questions or statements less threatening. TRIAGE TRAINING FOR RECEPTION STAFF. Office-Hours Telephone Triage Protocols User’s Guide. ), NHS jargon that might be confusing (“Pyrexia is tricky in kids under 2, was it a grand mal seizure he had…? Live Well; Common Health Questions ; Conditions A to Z; BBC Health News. We were therefore surprised that such a high number of simulated calls were correctly referred for immediate care. Armed with our ‘bill of rights’ we are ready to pick up the phone! Catherine Barnette, DVM graduated from the University of Florida College of Veterinary Medicine in 2006. “yes, I’m sure this is medically sensible and safe, could we try it for a while”. Cheshire, Patient awareness was also increased by updating the practice website, phone service and production of posters. November 17, 2020 - November 18, 2020 ... Oxfordshire Training Hub (OTH) is hosted OxFed Health & Care Ltd.. ... Health& Care Ltd. is a provider of NHS services and the not-for-profit trading company of the Oxford Federation for General Practice and Primary Care. How we ask the questions may help or hinder the caller from giving us what we need to know. Receptionists and GPs sometimes say they can think of some patients who would never be prepared to seek help from anyone other than a GP. A GP then contacts the patient to determine how they can most appropriately meet the patient’s needs. Perfect preparation prevents poor performance. The evidence regarding feasibility, safety, user acceptability, costs, and workload implications of telephone triage is mixed. © 2010 - 2020 The Medical Protection Society Limited. 5 Seek first to understand… then be understood, Notes on the 7 habits of highly effective people, Hard skill-based questions for would be leaders, Ten characteristics of the servant leader, The 4 Characters – Aggressive, Passive, Indirectly aggressive & Assertive, Don’t sweat the small stuff… and it’s all small stuff, 03 MRS – Physical examination 1: General observation, 04 MRS – Physical examination 2: Considerateness, 05 MRS – Physical examination 3: General approach, 06 MRS – Problem definition 1: “Hypothesis formation”, 07 MRS – Problem definition 2: “hypothesis testing” (the diagnostic process), 08 MRS – Problem definition 3: Coping with complexity, 09 MRS – Problem definition 4: Practicality, 10 MRS – Management 1: Coping with uncertainty, 11 MRS – Management 2: Using community resources, 12 MRS – Management 3: Prescribing (a) Technical, 14 MRS – Emergency care 1: Initial assessment, 18 MRS – Professionalism 4: Working with colleagues, Appendix A – Professionalism: communication, Elements of a good action plan: SMART + support, Directly Observed Procedural Skills (DOPS), Preparing for the Educational Supervisors Report, Top tips for managing your new practice manager, Identifying, preventing and tackling trainee problems, Learner difficulties, issues and problems, Learners, Students and Trainees in difficulty, Logical Levels to make an educational diagnosis, When trainees struggle – the aetiology of errors, Using Transactional Analysis to handle a complaint, Traditional and behavioural models of the tutorial, Hormone replacement therapy and the menopause*, Speech Development Milestones in Children, Stammering & When to refer, The Mental Health Act – summary of the sections, 10 discriminators of the good General Practitioner, Explaining risk in the consultation – tutorial plan. Be structured in your interrogation of the caller. Telephone triage has been suggested as one possible way to minimise potential contact with COVID-19, but will it really work? Illness behaviour questionnaire – why now? Just as clear management plan is essential for those looking after patients, it is vital for patient confidence that they share an understanding of the plan. Emergency and Critical Care - Receptionist tips Courtesy of Deb Stafford, CVT, VTS (ecc) It is important for receptionists and support staff NOT to ATTEMPT TO DIAGNOSE . Caribbean and Bermuda; Hong Kong; Ireland; Malaysia; New Zealand; Rest of the World; Singapore; South Africa ; UK; Membership information 1800 932 916. Schmitt-Thompson Clinical Content (STCC) Introduction • The Schmitt (pediatric) and Thompson (adult) telephone protocols are decision-support tools for telephone care providers (TCPs). skip to Main Content Call Us Today: +44 (0)191 520 8307 / +44 (0)7533 072 621 People who are non-assertive in their lives are often very comfortable to be with as they avoid conflict but they often do so at the expense of their own needs. Triage. 4.3 Section 3 - Triage 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. Checklist: Using chaperones to reduce risk, Repeat prescribing: Don't repeat the risk, Careers - Core skills series: Communication, “What would YOU do if a patient phones the surgery reporting…”, Pregnant woman with very frequent contractions, Attend the Emergency Department immediately. It communicates a message of inferiority. If not, the patient may be made even more anxious and refuse the ambulance when it arrives. You are looking for win/win as the ideal outcome. 15 Nov 2018 @ All Day - Delivered by M&K Update, this 2 day course will support receptionists & HCSWs with the identification of patients with urgent health needs. All (61) Face-to-face (13) ... Telephone Triage Training The Learning Enterprise. Bradford VTS is the best GP Training website currently in the UK and Europe. When we are assertive rather than aggressive we are able to negotiate. High-quality urgent care begins with the first impression. A consultation with others is needed (999 Ambulance, Nurse referral, social services). “. Educators, trainees, patients or any person in general should not use this website as a substitute for consulting a doctor.READ THE FULL DISCLAIMER HERE, PPDP – personal professional development plan, PPDPs – reflective questions for practices, Practice professional development planning (PPDP), Practice Professional Development Plans (PPDP), The appraisal interview – notes for the appraiser, Agenda-Led Outcome-Based Analysis (ALOBA), GP trainee patient-problem-management log. Are the results of this systematic review valid? Professionals training professionals M&K Update Ltd, The Old Bakery, St Johns Steet, Keswick, Cumbria, CAI2 5AS. You can use GP triage every day your practice is open. Without respect, negotiation is impossible. Consider undertaking an audit of reception staff responses to the life-threatening scenarios already mentioned. Andrea Hilton , Emma Baggaley and Joanne Lane , on behalf of the medicines management team, describe how they have created a medicines management training package for GP receptionists and how others working in medicines management could do the same The framework is divided into 14 competency areas and each broad task is outlined. The quality of assessment undertaken by the receptionist, who may be a relatively junior member of staff, is crucial to deliver safe and effective urgent care. Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. MPS is not an insurance company. Options include having a nurse or GP available for triage, either face-to-face or over the phone, with receptionist prioritisation also becoming more commonplace. Clinically urgent cases are rare, so learning through experience is fraught with danger for all. If the caller is not the patient, establish/confirm the identity of the caller and relationship to the patient (and consider any implications for confidentiality). Expressing thoughts, ideas and feelings in a way that doesn’t threaten or punish other people is very important. She doesn't get that everyone CAN'T be seen today just because they want to. No claims are made of accuracy or validity, and no responsibility will be taken by the authors or owners for events arising from the use of the information provided. Are the results of this harm study valid? •Have a P&P to support the work of receptionists when assessing patient needs •Have clear guidelines for priority of appointments including when to refer to practice clinical staff or elsewhere for urgent treatment •Provide staff training and regularly review triage system •Comply with RACGP Standards on Triage Research evidence on ending the consultation. Closed questions, on the other hand, can easily be answered with a yes or no e.g. How we see ourselves is very important in triage. Step 3. 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. themselves to triage all requests for care by phone: • Patients can't book a GP appointment without first speaking to the doctor by phone. Aggression is easily identified in ourselves and others in the voice-tone, volume and pitch. Triage For Reception Staff This would be a session for the whole practice team, in particular GP's and reception staff. Ireland. If you are trying to get the person on the other end of the phone to talk more you need to use open questions e.g. Updating this toolkit was one such area. When someone is ringing up with a clinical problem and you are trying to obtain information, the five ‘W’s are useful guides: Make sure the other person is listening. This might be expressed as: Sarcastic (“I suppose its too much to ask but…”), Grating (“Yeah, Yeah I suppose he’ll have to be seen…”), Insinuating (“If you’d done as Dr X told you he wouldn’t still have the temperature….”), Pleading Jerky (“Why couldn’t you try calpol …. All patients who request a same-day appointment will have their call returned by a GP (ideally their own), within a short timeframe. Some of us have personalities which make triage intrinsically easy or difficult. Try to speak directly to the patient if possible/appropriate. GP Support. 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. Ask the team to consider what the practice can do for the patient. Training for receptionists Many practices provide some training, but it may be a distant memory for staff. 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