This easy to read guide provides practical tools and techniques for conducting a telephone triage and consultation safely and efficiently, quality assurance of calls, and how to manage or minimise the risks.

The primary aim of this book is to provide an understanding of what is required when GPs, practice nurses, nurse practitioners, secondary care clinicians, healthcare helplines and out-of-hours workers are engaged in clinical telephone assessments often referred to as telephone triage or telephone consultations or anywhere that patients are assessed over the phone.

The reader will learn real, practical tools and techniques to apply in their daily work for managing calls in busy environments, and will gain insight into identifying and avoiding hazards when carrying out telephone assessments.

Deliberately conversationalist in style, this guidebook addresses the preparation, underlying principles and stages in telephone triage and consultations from beginning to end, including when to conclude safely. Each chapter is dedicated to key areas to allow the reader to access precise information.

The book argues that the primary purpose of a telephone assessment is not to diagnose, but to determine the need for further assessment and why focussing on diagnosing can be a risk to the patient. It also provides information on how to quality assure your calls, as well as the use of protocols in telephone calls.

It also looks at how the role of the non clinicians i. Read a sample chapter.

Telephone Triage and Consultation

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