Telephone Triage and Consultation

The primary aim of this book is to provide an understanding of what is required when GPs, practice nurses, receptionists 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 real 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.



Based on empirical evidence, the book draws heavily on the author's own personal experience and knowledge of working in clinical telephone services, and the problems and benefits associated with this highly demanding and risk-laden area. Importantly, it seeks to address the caller's or patient's perspective, to ensure the clinician has a better understanding of how they can balance patient needs with workload demands and accessibility.



The book also provides an understanding of the current models of healthcare delivery with the associated pressures on today's clinicians, including the advent of more intense triage systems being implemented in general practice.

Scopul principal al acestei carti este de a oferi o intelegere a ceea ce este necesar atunci cand medicii de familie, asistentii medicali, receptionerii si lucratorii in afara programului sunt angajati in evaluari clinice telefonice (adesea denumite triaj telefonic sau consultatii telefonice) sau oriunde in care pacientii sunt evaluate prin telefon. Cititorul va invata instrumente si tehnici reale, practice pentru a aplica in activitatea lor zilnica pentru gestionarea apelurilor in medii aglomerate si va obtine informatii despre identificarea si evitarea pericolelor atunci cand efectueaza evaluari telefonice. principiile si etapele in triajul telefonic si consultarile de la inceput pana la sfarsit, inclusiv cand se poate incheia in siguranta.