Just as clear management plan is essential for those looking after patients, it is vital for patient confidence that they share an understanding of the plan. A good place to start is to ask your receptionist: Many doctors hope that their receptionists can recognise and respond appropriately to such situations, but hope is not a reasonable expectation. Options include having a GP or nurse available for triage, either face-to-face or over the phone, with receptionist prioritisation also becoming more commonplace. APNA member benefits. : “I hear (x) has a nasty sore throat, tell me all about it”. Should an urgent patient call on a day where all appointments are booked, a process should be in place informing staff what to do. Later that day – Dr Spineless, “Oh, I should talk to Mrs Wimp, she hasn’t a clue but she’ll only get upset if I do. Medical records: Which path will you take? In conflict situations, when refusing unreasonable requests, when saying no, when asking questions for clarification, when being taken advantage of and when expressing requests especially when the other person isn’t listening. “If the pain/temperature has not settled in an hour please call back”. Live Well; Common Health Questions ; Conditions A to Z; BBC Health News. Ireland. Since the total triage system has been introduced, waiting times for an appointment have been reduced from an average of 3.75 days to 1.45 days. There are two types of question, open and closed questions. Even these calls can lead to a rewarding consultation if appropriately completed. I’d like you to listen to me”, “I don’t think you have heard what I said, I’d like you to listen”. If possible, allow some time for reflection and if not entirely happy with any element of the triage, never be afraid to phone the patient again. Triage flowchart for receptionists in general practice. Before looking at the triage process itself it is important to look at ourselves and how we relate to others. Without respect, negotiation is impossible. How we see ourselves is very important in triage. Some of us have personalities which make triage intrinsically easy or difficult. If you are trying to get the person on the other end of the phone to talk more you need to use open questions e.g. The optimum number of participants at each Workshop is 15-20. try anythingl”), Negative (“He hasn’t got chest pain has he?…”, Mumbling, Muffled (“I don’t know what he said dear – something about A/E and being very busy”), Monotonous, Slow (“Oh dear me, dear me, dear me…”, Clear (‘Dr X here from Good. Consider whether enough information has been gathered to allow a safe assessment of the problem and a safe management decision and crucially, have all conditions requiring more urgent action been reasonably excluded? Do we avoid issues rather than tackling them? Clinically urgent cases are rare, so learning through experience is fraught with danger for all. The team provide professional and pastoral support to GPs and practice teams on a broad range of issues. Armed with this information you have the necessary data to enable the problem to be addressed. To achieve control of the call it is vital that you are assertive without being domineering. In fact, most patients are seen on the same day they request an appointment unless they wish to see a specific GP. What are your zones of comfort, challenge and fear? Regular triage training, refreshers and discussion of incidents and near misses during staff meeting, ... • Have a triage flowchart available for reception and clinical staff to refer Typically, Receptionists are brought together from different surgeries in a PCN/Locality for group training. Amy often misses school because of stomach aches and sore throats. 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