Mental Health Training for health professionals in drought and bushfire affected communities made possible through the grant by the Commonwealth Department of Health . 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 . I’d like you to listen to me”, “I don’t think you have heard what I said, I’d like you to listen”. Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. GPs told to triage all appointments booked online as NHS promises free PPE. She asks him to say briefly why he wants to make a claim for unfair dismissal. Well established models exist for establishing the venue for a face to face consultation. 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. Typically, Receptionists are brought together from different surgeries in a PCN/Locality for group training. Non-assertive behaviour is passive and indirect. GP Training (101) Health Care Support Workers (219) Pharmacy (62) Practice Manager (88) ... Receptionist Training. Listen to the caller and give enough time to place yourself in a position to assess what they are saying. 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. Closed questions, on the other hand, can easily be answered with a yes or no e.g. It provides an enormous wealth of free resources for doctors, trainees and educators and has been well established for nearly 20 years. 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. review showed that TCs and triage reduced GP workload and revealed that at least 50% of calls could be managed by telephone advice alone (referral to face-to-face appointments were not needed).7 Dedicated TC clinics are employed in many of AT Medics’ practices, with an average cost of £8 per consul-tation compared with £17 for a face-to-face GP consul-tation. Are the results of this diagnostic study valid? By comparison passive speech is also readily identified. 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. It is important that the caller fully understands why this course of action is being taken and that they agree decision. However, there … Telephone Triage Techniques Read More » APNA member benefits. The framework is local guidance for the competencies that GP practice receptionists should have to carry out their roles with skills and confidence. Medical records: Which path will you take? To achieve control of the call it is vital that you are assertive without being domineering. You can use GP triage every day your practice is open. Why should we implement GP triage? 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. 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 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). Learning Objective: To gain an understanding of what GP Triage is and how to implement it in your practice. Try to speak directly to the patient if possible/appropriate. The 4 elements of well-built clinical questions, Screening Criteria for a Medical Screening Programme, Random Case Analysis – notes for trainers, Teaching: philosophies, principles and practices, Using VAK representational systems in teaching, PBL – guidance on producing trigger material, Tavistock principles – ethics and health care, Action pack for giving and receiving feedback, Giving feedback on consultation performance, Tips for giving feedback more effectively, How good are you at doing Random Case Analysis, Ideas and possibilities for education in training practices, Possible issues with new GP trainees who have no experience of general practice in the NHS, Sheffield Assessment Instrument for (referral) Letters (SAIL), Guidelines for facilitating case discussions, Synergy macro keys using Macro Express, System 6000 Sophies and templates, System 6000: hints and tips for clinicians, System 6000: miscellaneous hints and tips, Starting out with iSOFT Synergy (and other computing issues), How to bypass the preview option for single patient reports, Synergy hints and tips: miscellaneous index, A folder in report manager deleted in error, How to schedule a report to run regularly. Always prepare a safety net and give the caller permission to ring back if things get significantly worse, e.g. The whole process is broken down in detail but the key parts of a good triage are: There are several identifiable stages of a phone consultation, or triage just as there are in face-to-face contact. Being able to help is wonderful but it is important to stress, where necessary, what you are unable to do so that the caller does not have unrealistic expectations. Provide training to the receptionists. “Are you happy with that?” etc. PATIENTS at an overstretched GP surgery can no longer make any appointment with a doctor - without first being quizzed about their health by receptionists. Useful for doctors, medical students, nurses, nurse students, associate physicians, advanced practitioners, pharmacists. Whilst this can be increased to a maximum of 25 if desired, it can extend the duration of the Workshop slightly in order to accommodate the necessary role play exercises. GPs. Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff and Care Home staff, who will move away from a passive role and have a more direct impact on patient health outcomes. Later that day – Dr Spineless, “Oh, I should talk to Mrs Wimp, she hasn’t a clue but she’ll only get upset if I do. An example triage protocol for non-clinical staff. Amy often misses school because of stomach aches and sore throats. Leicester Assessment Package for video consultation, Use of videotaped consultations in summative assessment of GP trainees, Video for consultation teaching & assessment, Calgary Cambridge – the communication process, Little words that make a massive difference, The doctor’s feelings in the consultation, Understanding the patient’s perspective (ICE). Data collection (triage codes) Management. What’s the difference between the patient id and the internal patient id? The system is designed to help practice receptionists determine how urgent a request for an appointment is and what priority to give the patient, ensuring patients are seen […] The system is designed to help practice receptionists determine how urgent a request for an appointment is and what priority to give the patient, ensuring patients are seen […] To sift sort and classify material so that it can be dealt with according to priority. However, there will be a great resonance felt by practice nurses and many other clinicians who have to consult on the telephone and the text can form a useful basis for discussion between different cilnical groups. Sometimes you will have to ask, e.g. Notes need not be voluminous but they should be legible. Ensure that opportunities are provided to staff for appropriate triage training that is commensurate with their position in the practice. Bradford VTS is the best GP Training website currently in the UK and Europe. Aggression is easily identified in ourselves and others in the voice-tone, volume and pitch. Since then, she has worked for several corporate and privately-owned small animal veterinary practices. Should an urgent patient call on a day where all appointments are booked, a process should be in place informing staff what to do. When we are assertive, the characteristics are also clearly apparent. The location of your practice can influence how you respond to an emergency situation – the appropriate response for a city centre practice may prove fatal in remote rural Ireland. 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 …. “It would be good to give paracetamol on a four hourly basis because ” rather than “I told you before, tepid bathing went out years ago. Cheshire, Patient awareness was also increased by updating the practice website, phone service and production of posters. : “I hear (x) has a nasty sore throat, tell me all about it”. Reception Triage - What to expect; Referrals - What to expect; Safeguarding; Telephone Advice; Test Results; Useful Numbers; Zero Tolerance Policy; Useful Resources. Firstly you need to identify your personal rights, wants, and needs. An initially prickly, demanding manner may be fuelled by anxiety, so empathise when you take the call, e.g. “I don’t suppose you can bring him in, you see I’m very busy” is less likely to engender the response you are seeking. Can it go wrong Roberts is the mother of Amy, an child... General practitioners and anyone who might consult on the telephone of free resources for doctors, nurses, students! Without neglecting yourself or your beliefs ( a win-win situation ) between the that!, but will it really work 3 hours in turn from going wrong ideally your... 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