Telephone Triage for Receptionists and HCSWs (Day 2)

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Date(s) - 15 Nov 2018
All Day

Room 4, Wandsworth CCG Office


Delivered by M&K Update, this 2 day course will support receptionists & HCSWs with the identification of patients with urgent health needs. It will cover the following:

  • Understanding the legal responsibility in telephone triage and correct documentation
  • The use of established protocols
  • Comms skills: techniques and conversation management
  • Active listening
  • Questioning styles
  • Effective and efficient telephone triage call management and questioning
  • Clinical case scenarios for minor and major conditions
  • Referral to appropriate team members
  • Risk management
  • Clinical governance.

Up to 20 spaces are available, and this course is fully funded by the Wandsworth CEPN.

Who is it for: receptionists, medical assistants, physician associates, HCA’s, care navigators.

To book: please contact:

This course is provided as part of the Wandsworth CEPN GPFV Programme 2018/19