Workshop Objectives

A practical half day course on safe telephone handling in primary care, supporting non-clinical staff to gather information consistently, recognise escalation triggers, document clearly and maintain safe role boundaries.

Delivery approach

Trainer-led presentations, facilitated discussion, peer learning, practical exercises and personal action planning.

Workshop Price

We can deliver our workshops virtually or face-to-face and provide supporting course materials.

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Learning Outcomes    

  • Gather the right information safely and consistently.
  • Recognise red flags and escalate concerns appropriately.
  • Maintain clear professional boundaries during patient contact.
  • Record calls in a way that supports safety, continuity and flow.

Agenda

Start

  • Welcome and safe access context 
    • Purpose of telephone handling in access, patient flow and safety
  • Scope of role and boundaries 
    • Care navigation versus clinical triage
    • Limits of the non-clinical role
  • Structured information gathering
    • Listening, questioning
    • Clarifying and capturing the reason for contact
  • Red flags and escalation 
    • Urgency, safeguarding cues and escalation routes

Break

  • Blended access and safe handover
    • Telephone, online and urgent pathways
    • Preserving key information
  • Boundary setting with patients
    • Assertive communication and staying within competence
  • Recording calls safely
    • Concise, neutral, relevant and auditable call documentation
  • Managing difficult calls
    • Distress, anger, repeat callers, barriers and de-escalation
  • Reflection and action planning
  • Questions and Close

End