Telephone Triage for Non-Clinical Staff

Educational Overview This on-demand webinar focuses on the development and implementation of a safe and effective practice policy for telephone triage by non-clinical staff in general practice. It explores the medico-legal risks associated with unclear or inconsistent triage processes and highlights the importance of structured guidance, training and escalation pathways. The session addresses how non-clinical staff can respond appropriately to requests for urgent appointments, recognise risk factors, communicate clearly with patients and escalate concerns to clinical staff when required. This webinar is delivered by Suzanne Creed from Medisec and draws on her expertise in clinical risk, patient safety and medico-legal guidance in general practice. Suitable For: Practice managers, GPs and practice staff responsible for patient access, risk management and the development of practice policies to support non-clinical staff involved in telephone triage. GPPA Practice Health Pillars: - Operational Health - Team Health Aim: To support general practice leaders to develop and implement safe, consistent telephone triage policies that protect patient safety, reduce medico-legal risk and support non-clinical staff in responding appropriately to urgent requests. Learning Objectives - Understand the risks associated with telephone triage by non-clinical staff in general practice - Identify the key components of a safe and effective telephone triage policy - Recognise when and how non-clinical staff should escalate calls to clinical team members - Understand principles that support clear communication, consistency and appropriate signposting - Appreciate the role of training, documentation and incident review in reducing risk and supporting patient safety This activity has been accredited by the Irish College of GPs and can be recorded as Accredited CE by GP attendees only. - Accredited CE - Webinar (1 Credit) - GMS Study Leave (0.25 Days)