Telephone Triage and Consultation Skills 5 March 2026

Date: 5 March 2026
Time: 09:00 – 15:00 (UK Time)
Format: Live Webinar
CPD Hours: 6 (Participatory)

This interactive, full-day webinar provides healthcare professionals with the essential knowledge and practical skills required to conduct safe, effective telephone triage in healthcare settings. Through live lectures, case-based discussions, and group discussion delegates will gain confidence in assessing patients remotely, recognising risk, and making safe clinical decisions.

Learning Modules

Foundations of Telephone Triage

• The role and importance of telephone triage in healthcare
• Developing effective communication and consultation skills
• Overcoming the challenges of remote assessments
• Using structured questioning techniques to gather accurate information

Clinical Risk Management

• Recognising red flags and serious symptoms during triage
• Applying decision-making frameworks (e.g. ABCDE assessment, NEWS2)
• Escalation protocols: when and how to refer safely
• Managing uncertainty: when a face-to-face review is essential

Case-Based Discussions

• Interactive case studies of common presentations (chest pain, abdominal pain, fever in children)
• Group breakout sessions to practise triage skills and decision-making
• Safety-netting: providing clear communication to reduce patient anxiety and risk

Managing Complex and Difficult Calls

• Handling vague or ambiguous symptoms
• Communicating with emotional, angry, or distressed callers
• Supporting patients with mental health concerns
• Recognising and overcoming cultural or language barriers

What’s Included

• Live, expert-led lectures
• Real-world case studies
• Group discussions in breakout rooms
• Access to additional resources and downloadable handouts after the session