Event overview

Most clinicians are now using the telephone as the first point of contact with their patients and yet many have never undergone training in this specialist skill, whilst others want to brush up on their skills having found themselves doing more telephone work than ever before.

This popular, long-standing RCGP course will provide you with a real understanding of how to manage the risks involved in telephone assessments to practise safely, effectively and efficiently. The day is entirely practical and will give you realistic tools and techniques in telephone triage and consultations by using interactive exercises, real calls, group work and plenary talks to explore whats involved in providing care when we are unable to see the patient.

You will leave armed with useful solutions to managing common calls and the more challenging demands, whether you are new to telephone triage and consultations or experienced in this area. The course is suitable for all GPs (qualified, practicing and GP Registrars/newly qualified GPs), nurses, paramedics and pharmacists. Due to the agenda and topics covered, this course is not suitable for receptionists and other non-clinical professionals.

Learning objectives:

  • Gain knowledge and awareness for carrying out appropriate, cost effective and safe triage
  • Improve confidence in telephone triage by developing a call structure
  • Develop an awareness of the communication and questioning skills required
  • Discuss and practice safe and comprehensive history taking within a telephone triage context to ensure the most appropriate outcome
  • Explore legal issues of telephone assessments including confidentiality, documentation and safety netting

“Excellent course – so interesting, informative, well structured and presented, and truly practice changing.” – delegate from October 2025 course.

Lead Trainer:

Sally-Anne Pygall, Managing Director of Telelearning and author of ‘RCGP Learning Telephone Triage and Consultation: Are We Really Listening’

Sally-Anne has worked at a senior level in both the NHS and private sector and within general practice and out of hours care provision. Her experience of this sub-specialty is extensive and she is passionate about telephone health care as there are immense risks for the patient the clinician and the organisation. Her practical and interactive style make this a vibrant and thought provoking course.

Pricing

Members – £199.00
Non Members – £265.00