Education & Events
Safe Telephone Triage and Boundary Setting for Non-Clinical Staff
Event Summary
This virtual course equips non-clinical staff such as care navigators and receptionists with the knowledge and skills to carry out safe telephone triage and set clear boundaries in patient interactions.
Main Contact
Event Speakers & Trainers

Log into Zoom 09:15 session runs 09:30 to 11:30
Introduction
This virtual course equips non-clinical staff such as care navigators and receptionists with the knowledge and skills to carry out safe telephone triage and set clear boundaries in patient interactions.
Aims & Objectives
By the end of the course, participants will be able to:
- Explain how to describe the benefits of telephone triage to the public.
- Identify common pitfalls, including how to avoid giving clinical advice or overstepping non-clinical boundaries.
- Recognise red-flag symptoms (including Sepsis) using clear protocols and confidently escalate requests to clinicians while reassuring and supporting patients during the process.
- Apply practical steps for safe telephone triage, including checking/updating contact details, agreeing callback arrangements and advising patients on what to do if their condition changes.
- Set clear expectations with patients about timeframes, communication protocols and follow-up, while maintaining data protection standards in all interactions.
- Record triage interactions accurately and proportionately, ensuring signposting, advice and escalations are documented to support continuity and safety.
Content
Participants will explore the benefits of robust telephone triage systems in general practice alongside common pitfalls, including how to recognise red-flag symptoms, escalate appropriately to clinicians and avoid giving clinical advice.
The session covers practical steps for managing patient expectations from the start – clarifying timeframes, contact details, callback arrangements and what to do if symptoms worsen – alongside essential record-keeping, data protection guidance and checking patient preferences for follow-up.
Through discussion, exercises and workbook activities in small groups of up to 15, staff learn how to maintain safety, clarity and professionalism while supporting efficient care pathways.
This event is not being recordedÂ

Event Speakers & Trainers

Jacki has been in education and training for the past 30 years in the South Lakes area. She has a relaxed, friendly teaching style, creating an atmosphere where learning is stimulating and inclusive. Her vast experience in the public sector has meant that she has a wealth of stories upon which to draw. In her training, she applies techniques that help learners to develop mental links and associations so that they can retrieve their newly acquired knowledge and skills on returning to the workplace.
Jacki is person who brings a deeply empathetic, person-centred approach to her communication training. She believes that everyone has untapped potential, and her passion is about helping her delegates to make connections in the way they think and communicate that will bring growth both personally and professionally.
Price List
|
Name |
Description |
Price (Inc VAT) |
|
All GPs and members of staff working within GP practices in Wessex LMCs’ catchment area |
This option is for everyone working in a GP practice in Wessex LMC's catchment area, that does not fit into one of the other options on offer. |
£125.00 |
|
Non Members |
This is the cost if you are not working in a practice in the Wessex LMCs' catchment area. | £250.00 |
Waiting List
Please be advised there are spaces available on this course unless it states otherwise. If a course is full you will be given the option to book on the waiting list. If you are on the waiting list and a place becomes available, you will be notified automatically via email, you do NOT need to contact Wessex LMCs.
Cancellations
Please note cancellations two weeks prior to the event will not be refundable, however you are very welcome to substitute another delegate to attend the course to prevent your practice missing out on the training. Any admissible cancellations will incur an administration fee of £15 if the event fee is £100 or over and £10 if the event fee is £99 or under.
Attendance Details
In certain circumstances, we will share details of attendance or non-attendance with the person who booked and/or funded this course for the delegate. If you have any objection to your attendance status being shared, please can you contact Louise Greenwood (Wessex LMCs Director of Education & Training) at least 48 hours before the start of the training at louise.greenwood@wessexlmcs.org.uk
Sponsorship
This event may be sponsored so companies have the opportunity to promote their product(s) at the start of the meeting. No sponsors have been involved in the selection of speakers, agenda items, or any other matters relating to this training. Your name and practice will be shared with the sponsor representative, but not your email address.

