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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
