This one day masterclass will focus on telephone triage with an emphasis on communication and how to deal with difficult callers.
Key Learning Objectives:
Understand the role and responsibilities of ambulance 111 staff in telephone triage.
Utilize effective communication skills and techniques in telephone triage interactions.
Perform systematic and efficient assessment of callers’ medical conditions.
Apply evidence-based guidelines and protocols for telephone triage.
Identify and prioritize emergency situations requiring immediate ambulance dispatch.
Provide accurate and appropriate instructions and advice for non-emergency situations.
Manage difficult or challenging callers with empathy and professionalism.
Continuously improve their own performance through self-reflection and feedback.
Facilitated by:
Sam Thompson, Senior Lecturer/ Specialist Paramedic with extensive experience in Primary Care and Telephone Healthcare
