Safe Telephone Triage and Boundary Setting for Non-Clinical Staff

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.

Tuesday, 23 February 2027
09:30 - 11:30
Zoom Online Event

Main Contact

Lead Team
02380 253874
This training course is accessible for wheelchair users.
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.

Event Speakers & Trainers

 Jacki Piper
Jacki Piper
Speaker/Trainer
This training will be run over Zoom. To participate you will need to install Zoom on your device, and ensure it is has a microphone, speaker, and camera. Please Note: Some trainers will no longer allow you to stay on the call if you do not have your camera operating, without good reason. If this is the case you will not be reimbursed for the course.

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 recorded 

Event Speakers & Trainers

 Jacki Piper
Jacki Piper
Trainer and Business Owner

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.

Further Dates