Give clear, specific, follow up instructions e.g. All three forms of screening involved similar costs, but patient satisfaction was lower in those practices using nurse triage than in those using GP triage or usual care. First impressions count - triage in reception, Example triage protocol for non-clinical staff, How to encourage professionalism in your trainees, Example of triage protocol for non-clinical staff, Example triage protocol for non-clinical staff », High reliability in healthcare: A personal failure, Why patients sue... and how to try and avoid it, Legal reform must help control spiralling costs, Common problems: Your medicolegal dilemmas resolved, The changing face of cosmetic interventions, Followership: the forgotten part of leadership, Closing the loop: lessons from surgical cases. Doc, how can I help you?”), Audible (Loud and clear? “Next time this happens you will know how to cope until your surgery is open, won’t you?”. Are the results of this economic analysis valid? Are the results of this harm 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). In fact, an article in the press entitled ‘March of the GP receptionist’ stated that “Patients are upset at having to discuss personal health matters with a receptionist, in earshot of the waiting room”. 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. When we are assertive rather than aggressive we are able to negotiate. GP Support. It permits others to violate our rights and shows a lack of respect for our own needs. It is important to engender the confidence of the caller by making it clear that you are interested in what they are saying. Infection control - time for a clean sweep? To achieve control of the call it is vital that you are assertive without being domineering. This guide for nurses general practitioners and anyone who might consult on the telephone describes the essential ingredients in managing the process. We hired a new receptionist who doesn't have telephone triage experience. Some of us have personalities which make triage intrinsically easy or difficult. Should an urgent patient call on a day where all appointments are booked, a process should be in place informing staff what to do. Provide clinical triage support and ongoing education for other staff in the practice. GP Training (101) Health Care Support Workers (219) Pharmacy (62) Practice Manager (88) ... Receptionist Training. Always introduce yourself by name and ideally mention your organisation. All of us can learn to do it better and feel more comfortable in the process. Consider training sessions for GPs and receptionists (available via WellSouth) Agree algorithm for order in which patients are called from the triage template. “. MPS® and Medical Protection® are registered trademarks. Mrs Wimp (Receptionist) “You want an appointment to talk about your holiday? Schmitt-Thompson Clinical Content (STCC) Introduction • The Schmitt (pediatric) and Thompson (adult) telephone protocols are decision-support tools for telephone care providers (TCPs). “Are you happy with that?” etc. Please try again. A poor negotiator is poor at triage. Cheshire, Patient awareness was also increased by updating the practice website, phone service and production of posters. Telephone triage: Assessing the priority and need for assistance and advice This guide for nurses general practitioners and anyone who might consult on the telephone describes the essential ingredients in managing the process. With clear understanding of the patients’ agenda and assertive triage, comes less stress, fewer complaints and a more pleasant working environment for everyone. When a decision is made the following main outcomes are the result: Share your thinking with the caller, i.e. An example triage protocol for non-clinical staff. Catherine Barnette, DVM graduated from the University of Florida College of Veterinary Medicine in 2006. However, there … Telephone Triage Techniques Read More » For instance, if someone has rung up about an hour’s worth of sore throat it may be reasonable to politely say e.g. Mental Health Training. Think positively and do not presume a negative outcome will occur. She didn’t speak for two weeks the last time I mentioned anything”. Trained administration or reception staff – to handle any non-clinical requests and/or who have care navigation training; GP – acting in a triage only role to determine what type of encounter is required, if any; Nurse / nurse practitioner – who is able to triage appointments; Paramedic – due to their triage training It is equally important to avoid any unnecessary questions that might be regarded as an invasion of privacy or make the conversation sound like a police interrogation! Triage For Reception Staff This would be a session for the whole practice team, in particular GP's and reception staff. In those rare instances of complaint, “contemporaneous written notes” are extremely helpful. • Consolidating the skill sets of current receptionists alongside training ... do in general practice every day. I’d like you to listen to me”, “I don’t think you have heard what I said, I’d like you to listen”. They may enhance their position at the expense of putting down or humiliating others. Triage is relevant across all disciplines of healthcare because all disciplines have conditions, requests and patients that range from ‘needing to be seen now’ to ‘being able to wait’. The Medical Protection Society Limited (MPS) is a company limited by guarantee registered in England with company number 00036142 at Level 19, The Shard, 32 London Bridge Street, London, SE1 9SG. eas 1. Without respect, negotiation is impossible. Be structured in your interrogation of the caller. Dr Diarmuid Quinlan asks: do you rely on common sense, or have you robust procedures to manage emergency situations? It also helps us to better manage the increasing demands for urgent appointments. Having identified their request summarised it, reflected back to them and close the discussion with an agreement on how to proceed. Allow the caller to give their own account of the problem in their own words with the minimum of interruptions. Give concrete examples of worrying signs and symptoms. ACTION: Ensure staff are appropriately trained and supported and that they are fully aware of practice protocols for dealing with appointment requests. Decision support specialists Plain Healthcare have launched a new triage system for receptionists dealing with patients on the telephone or presenting at the surgery, called Reception Odyssey. Useful for doctors, medical students, nurses, nurse students, associate physicians, advanced practitioners, pharmacists. 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. Sometimes the caller/patient’s ideas, concerns and feelings become evident without more direct questioning. In fact, most patients are seen on the same day they request an appointment unless they wish to see a specific GP. 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