• Consider the TRIAGE STEPS and CATEGORIES listed on the reverse of this document to assess the patient’s status. h�bbd```b``�S��3 ��?�|&���J`R,b&��E�H�j0{X|�dS �B�`�m ����&7�H� First impressions count triage in reception. Triage flowchart for receptionists in general practice. Or consider. The system is designed to help practice receptionists determine how urgent a request for an appointment is and what priority to give the patient, ensuring patients are seen […] Testing and tracing. Coronavirus (COVID19) Practice Plan – RECEPTION. Patients should be encouraged to wear face coverings whenever they attend the practice (with practices continuing to use triage arrangements to keep face-to-face contact to a minimum). This guidance applies to general practices operating under contract to the NHS in England, including those providers that operate outside core GP contract hours. GP triage should only be provided for enrolled patients with notes available. Telephone triage: Assessing the priority and need for assistance and advice This guide for nurses general practitioners and anyone who might consult on the telephone describes the essential ingredients in managing the process. Depending on what your practice expects of the reception team you would explore issues with patients needing urgent assessment, patients needing urgent prescriptions, how to manage demand for 'on the day' appointments and still allow advanced booking. 46 adult women’s health protocols (see Appendix C) and 12 behavioral health protocols (see Appendix U). Respiratory and/or Cardiac Arrest; Chest pain or chest tightness (Chest pain lasting longer than 20 minutes or that is associated with sweating, shortness of breath or radiation to another part of the body is to be considered a ‘heart attack’ until proven otherwise, regardless of the age of the patient). ASK THE PATIENT – TRIAGE STEPS 1. Last Updated: July 28, 2020 by Dr. Catherine Barnette, DVM Leave a Comment the triage list for a call back within 3 hours. However, limited evidence exists of the challenges GP practices face in implementing telephone triage. Primary Care Protocols is a website which aids collaborative development of protocols to aid managers and clinicians working within the NHS. Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff and Care Home staff, who will move away from a passive role and have a more direct impact on patient health outcomes. The pediatric and adult Office-Hours protocols have identical organization and structure . Decision support specialists Plain Healthcare have launched a new triage system for receptionists dealing with patients on the telephone or presenting at the surgery, called Reception Odyssey. In 2018, I wrote about our switch to full telephone triage for every GP appointment—something my GP practice has been doing since 2013. Refer to. Find out about the main symptoms of coronavirus and what to do if you or your child has them. Retrieve patient file . • This set of telephone triage protocols covers over 90% of medical calls. Record telephone number – advise patient that someone will call them back that morning/afternoon. Triage is relevant across all disciplines of healthcare because all disciplines have conditions, requests and patients that range from ‘needing to be seen now’ to ‘being able to wait’. What guides decision making? Please call us instead *****.. A toolkit that improves access to appointments, treatments and information. Triage in general practice settings. For practices seeking to implement a telephone triage protocol, it is helpful to involve staff and consider their opinions when drafting it. GP Out of Hours provider organisations in Northern Ireland deal with over 600,000 patient contacts a year. The Business Services Organisation has been established to provide a broad range of regional business support functions and specialist professional services to the health and social care sector in Northern Ireland. What we found. For practices seeking to implement a telephone triage protocol, it is helpful to involve staff and consider their opinions when drafting it. Treating Access. Cheshire, Patient awareness was also increased by updating the practice website, phone service and production of posters. By using an innovative approach we are able to allow our users to collaborate in an online environment to work together to develop gold standard protocols. This resource was developed by GP Network Northside (2010) and recreated with permission from Northern Sydney Medicare Local (2014) FRONT DESK TRIAGE How to manage common scenarios faced by reception staff IS THIS AN EMERGENCY? Procedures and protocols: CQC requirements. Triage Control was developed and created by Dr Dipesh Naik at Abington Medical Centre. BeAWARE is just one component of an effective triage strategy. Search Words 3. 4.3 Section 3 - Triage For the purposes of this survey, the definition of the term ‘Triage’ given was: The patient is directed to right service for the right care. Triage For Reception Staff This would be a session for the whole practice team, in particular GP's and reception staff. In general practice, frontline staff play a vital role in determining the priority of need for each patient, whether in person or on the telephone. Discuss with GP or Nurse . Telephone Triage is an essential patient engagement technique that will further develop the skills and career paths of non-clinical staff – frontline GP practice staff and Care Home staff, who will move away from a passive role and have a more direct impact on patient health outcomes. This protocol says it is imperative that the receptionist establishes the patient's symptoms or problems. GP practices' procedures and protocols form a key part of a CQC inspection. First impressions count - triage in reception. Triage in general practice settings. Telephone triage represents one strategy to manage demand for face-to-face GP appointments in primary care. If the patient has a serious health problem, such as acute chest pain, the receptionist must alert the duty doctor immediately. The authors have prepared this resource for practices based on the information available at the time. 1 (800) ... Veterinary Triage Protocol: Best Practices for Front Office Staff. By cutting the number of appointments needed, GPs are Interrupt GP / Nurse immediately . Two practices were involved in the study. The Nerdbook provides information that veterinary technicians and support staff need in practice, but is not meant to contain everything. Advice or appointment askmyGP is a digital triage system that assesses patients when they initially contact their practice to make a GP appointment. The key player here is the receptionist answering the phone. It is not designed to be diagnostic but to assist practice staff in the timely referral to practice clinical staff and other places of care for emergency matters. Triage For Reception Staff This would be a session for the whole practice team, in particular GP's and reception staff. �yDZ��H� �h�bk�ͱt�=@�mH��!�m�$�� ����~F��@��0 �2� endstream endobj startxref 0 %%EOF 289 0 obj <>stream Ask . with reception staff following a set of protocols when booking in patients. It originated from simple templates, to more sophisticated protocols that are delivered by reception staff with the ultimate responsibility resting with clinicians. Effective triage within general practice requires a whole-of-practice approach for dealing with patients who present with a broad range of needs. established call handling and call triage services, such as NHS Direct, in Scotland NHS24, in addition to other services such as walk-in centres. Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. Telephone triage: Assessing the priority and need for assistance and advice This guide for nurses general practitioners and anyone who might consult on the telephone describes the essential ingredients in managing the process. They will assess your symptoms and concerns, and then agree with you how these needs might best be met. If a GP has concerns during triage, the patient should be seen. GP Support. Each set of protocols include the following 10 components which are described further in the sections below: 1. Refer to. The Business Services Organisation has been established to provide a broad range of regional business support functions and specialist professional services to the health and social care sector in Northern Ireland. Download Telephone Triage Protocols For Nurses books, This quick-reference manual presents over 200 triage protocols for evaluating patients' symptoms over the telephone. Protocol for a randomised trial testing a community fibrosis assessment service for patients with suspected non-alcoholic fatty liver disease: lOCal assessment and triage evaluation of non-alcoholic fatty liver disease (LOCATE-NAFLD) established call handling and call triage services, such as NHS Direct, in Scotland NHS24, in addition to other services such as walk-in centres. Retrieve patient file . patient making an appointment at the clinic if they are currently experiencing cold or flu symptoms. Please call us instead *****.. For patients, good access to their general practice is important, and many practices in Scotland provide an excellent level of access for patients. Does the patient attend the surgery? Over the last two years they have introduced and refined a system of pre-triage protocols which enable reception staff to collect information from patients presenting on the day which is then helpful to the pre-triage clinicians in directing those patients to the appropriate member of the emergency care team. Title (Topic Name) 2. themselves to triage all requests for care by phone: • Patients can't book a GP appointment without first speaking to the doctor by phone. A triage protocol … patients from being seen. The evidence regarding feasibility, safety, user acceptability, costs, and workload implications of telephone triage is mixed. We conducted a qualitative process evaluation alongside a UK-based cluster randomised trial (ESTEEM) which compared the impact of GP-led and nurse-led telephone triage … Ask . Once patients realise this, most are happy to use the GP triage service again. Triage “If you have cold and flu symptoms and have recently travelled overseas or believe you may be at risk of coronavirus (COVID19) DO NOT come into the practice. Location. larter.com.au Patient, family & carers – Benefit from a safe triage process. By using an innovative approach we are able to allow our users to collaborate in an online environment to work together to develop gold standard protocols. Retrieve patient file . Retrieve patient file . GP/ OOH Telephone Triage Sepsis Tool To be applied to non-pregnant adults and children 12 years or over with infection symptoms N.B: there is no systems substitute for clinical experience & acumen, but Red Flag Sepsis will help with early identification of children with systemic response to infection Triage Support Handbook Document . @vZZG�F�0�,�r@�2�ћ���E�a���1�2Ur^af�t(P8�OA� ��8���޿����iϋkCVd�4a�� �;�. Each set of The pediatric and adult Office-Hours protocols have identical organization and structure . Triage is … 2. One of the most important jobs for a veterinary receptionist - or any member of the veterinary team who happens to answer the phone - is to determine how to handle calls from concerned pet owners. We provide 0.5, 1 and 2 day in-house training workshops for clinicians & non-clinicians looking to improve their telephone triage & telephone consultation skills. Telephone triage represents one strategy to manage demand for face-to-face GP appointments in primary care. every. However, there … Telephone Triage Techniques Read More » Dr Diarmuid Quinlan asks: do you rely on common sense, or have you robust procedures to manage emergency situations? This protocol says it is imperative that the receptionist establishes the patient's symptoms or problems. The system is designed to help practice receptionists determine how urgent a request for an appointment is and what priority to give the patient, ensuring patients are seen […] Triage is the process of prioritising sick or injured people for treatment according to the seriousness of the condition or injury. Cheshire, Patient awareness was also increased by updating the practice website, phone service and production of posters. GP Practice Receptionists’ Protocol. Home » Blog » Veterinary Triage Protocol: Best Practices for Front Office Staff Veterinary Triage Protocol: Best Practices for Front Office Staff. RAGP 4th Edition Standards 1.1.1√ Our practice can demonstrate how we identify, prioritise and respond to life threatening and urgent medical matters (triage). 3. The practice operates a triage system for booking GP appointments and has in place a duty doctor listing protocol. Patients who did not require a GP to deal with their query were actively signposted by reception staff to other allied healthcare professionals, non-medical staff or an alternative service at the time of booking their appointment. All patients entering the practice need to be visually screened (triaged) by reception staff and concerns relayed to an appropriate nurse of GP in a timely manner (immediately if indicated). • This set of telephone triage protocols covers over 90% of medical calls. As the authors cannot control how the resource is used in practices, they accept no liability for using or not using this information. We conducted a qualitative process evaluation alongside a UK-based cluster randomised trial (ESTEEM) which compared the impact of GP-led and nurse-led telephone triage … The Clinician, Emergency Care Practitioner or GP will call back. Patients should keep the phone near them. %PDF-1.6 %���� h�b```���/�@���� �9h`�M``�����>����Ai ��l�g+?$�>Nb�>�Mõ�cM����ɼ � . It may be useful to provide training either externally or in-house, giving staff the opportunity to rehearse different types of calls. Confirm the patient’s name and phone number. In the past 2-3 years, a number of practices, most notably through the GP Access Fund, have taken a more systematic approach to identifying the most impactful ways of deploying reception and clerical staff, and have developed formal approaches to processes and training.We intend to support every practice to have the opportunity to train their staff to undertake one or both of these enhanced roles, through providing bursary funding towards training and backfill costs. This could be advice over the phone, a follow up appointment, or in some cases, admission to hospital. Triage protocol for non-clinical staff (PDF) Published by Medical Protection Society (MPS), 14 October 2014 Practices should have sound triage policies and protocols in place for non-clinical staff to deal with emergency situations. 2. Similarly, patients should be told to contact the practice again if they continue to feel unwell. These are additional to the core GP Out of Hours Services. Structure of Protocols . First impressions count - triage in reception; Example triage protocol for non-clinical staff; How to encourage professionalism in your trainees; The apprentice - Dr John Paul Campion; Scenarios: Acting unprofessionally; Writing reports; Avoiding a 'near hit' September 2013; May 2013; Events Reception staff in However, there … Telephone Triage Techniques Read More » Advise GP / Nurse now . These are additional to the core GP Out of Hours Services. The team provide professional and pastoral support to GPs and practice teams on a broad range of issues. Decision support specialists Plain Healthcare have launched a new triage system for receptionists dealing with patients on the telephone or presenting at the surgery, called Reception Odyssey. Structure of Protocols . Releasing time to improve care One of the big benefits of the system, of course, is that it saves time. 12 December 2016 . In addition, the receptionist undertakes what can be de- 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. Clinical team – Drive the triage process. However, the GP practice did not receive the request until two days later. This system is based on a variety of clinical guidelines and evidence from general practice feedback. Options include having a nurse or GP available for triage, either face-to-face or over the phone, with receptionist prioritisation also becoming more commonplace. The evidence regarding feasibility, safety, user acceptability, costs, and GP workload implications of telephone triage is mixed. It doesn't work as effectively if the triage is carried out by another member of the team, such as a nurse. The interaction with a patient representative (e.g. Welcome to the Business Services Organisation. every. it’s important that the GP contacts the patient within the timeframe the receptionist gave. Symptoms. Give patients a follow-up phone call a couple of days after they use GP triage to get feedback. PHE guidance recommends that those working in reception and communal areas who are unable to social distance, should wear a fluid repellent mask. It originated from simple templates, to more sophisticated protocols that are delivered by reception staff with the ultimate responsibility resting with clinicians. Telephone Nurse Triage Handbook By Charu Raheja, PhD TriageLogic Group Contributing Authors: Ravi K. Raheja, MD, Medical Director and Marci Lawing, RN, BSN Nurse Education Manager Acknowledgements This e-book would In this context a patient’s usual GP or Nurse Practitioner is the best person to provide assessment and The project will investigate how receptionist-led triage … skip to Main Content Call Us Today: +44 (0)191 520 8307 / +44 (0)7533 072 621 What guides decision making? Clinical team – Drive the triage process. Pharmacy – Keywords: GP receptionist, Primary care, Clinical roles, Triage Background General practice receptionists are the first point of con-tact for patients. Patient may be asked to attend the surgery if appropriate. GP Paediatric Sepsis Decision Support Tool (Under 5) GP Paediatric Sepsis Decision Support Tool (Aged 5-11) GP toolkit for Adults and young people aged 12 and over; Other resources including advice on pregnancy and OOH triage can also be found on the Sepsis Trust website; Top Tips for GPs and primary healthcare professionals relative or friend) does not constitute a triage process. AMBULANCE OOO . • When answering the telephone, all callers should be asked if the matter is an emergency prior to A stronger primary health system. (“Are you at home?” “Are you alone? Reception staff in particular must be aware of triage procedures in the practice, and be able to obtain medical advice from a GP or nurse where necessary. The practice operates a triage system for booking GP appointments and has in place a duty doctor listing protocol. RACGP 4th Edition Standards They must not be tempted to make judgements on clinical matters that are beyond their competence. 15 Nov 2018 @ All Day - Delivered by M&K Update, this 2 day course will support receptionists & HCSWs with the identification of patients with urgent health needs. Patients have the choice of going online to the practice website where they enter their problem onto a computerized algorithm. 15 Nov 2018 @ All Day - Delivered by M&K Update, this 2 day course will support receptionists & HCSWs with the identification of patients with urgent health needs. triage – in other words, the GP. Their functions are varied and encom-pass administrative duties, such as filing, maintaining medical records and making appointments [1, 2]. Good triage is making a better decision about every phone call or presentation; it is the receptionists’ method for appropriately organising the practitioners’ schedule. patient making an appointment at the clinic if they are currently experiencing cold or flu symptoms. First impressions count - triage in reception; Example triage protocol for non-clinical staff; How to encourage professionalism in your trainees; The apprentice - Dr John Paul Campion; Scenarios: Acting unprofessionally; Writing reports; Avoiding a 'near hit' September 2013. 242 0 obj <> endobj 274 0 obj <>/Filter/FlateDecode/ID[]/Index[242 48]/Info 241 0 R/Length 140/Prev 834899/Root 243 0 R/Size 290/Type/XRef/W[1 3 1]>>stream Triage: A Guide to Urgency for Non-clinical Staff in General Practice for Telephone and Walk-in Presentations ... Triage Support Handbook Document . Because the guide is primarily aimed at GPs working out of hours, the analogies chosen often refer to ‘Dr’ X. 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Asked to attend the surgery if appropriate a set of telephone triage for every GP appointment—something GP... Or appointment call GP / Nurse for help immediately sections below: 1 for face to face consultation follow. Have you robust procedures to manage demand for face-to-face GP appointments and has in place a duty doctor protocol...