Telephone Triage for Receptionists

This session will demonstrate to your reception team how they can engage with patients with confidence, and how they can apply the rules of etiquette to their telephone skills. The session will also explore how reception staff can accurately gather information and formulate an action plan, thereby enhancing the patient experience and ensuring that the patient sees the right person at the right time. The course also covers red flags (or warning signs) that must be acted upon.

Objectives

• Understand how telephone triage works
• Know how to maintain confidentiality
• Appreciate the importance of introductions and telephone skills
• Learn how to gather information effectively
• Decide on an action plan
• Recognise red flags or warning signs
• Know how to conclude a call

Designed for
All non-clinical staff, particularly receptionists.