This one day masterclass will focus on telephone triage with an emphasis on communication and how to deal with difficult callers. People are at their worst when they’re scared, sick, tired, or hungry. That’s why triage nurses must always use compassion in order to diffuse any heightened tension from an angry caller, gain the caller’s trust and understanding, and encourage the caller to follow their instructions. Compassion is a key trait needed to effectively triage patients. Treating callers with compassion helps them feel comfortable, allowing you to focus on assessing their situation. The key to successfully handling a difficult caller is to communicate in a manner that diffuses the caller’s frustration while keeping both of you from losing your cool.
Key Learning Objectives:
- Improve confidence in telephone triage by developing a call structure
- Gain knowledge and awareness for carrying out appropriate, cost effective and safe triage
- Dealing with difficult callers and challenging conversations
Members of the College of Paramedics can receive a 20% discount using the code 'hcuk20COPAR'.
For further information and to book your place, click here or email frida@hc-uk.org.uk.
Dates available:
- 31st March 2023
- 21st June 2023
PLEASE NOTE: This is an external event organised by Healthcare Conferences UK. The College of Paramedics is not responsible for the content or quality of the course. Attendance is at the discretion of the organisers and not the College of Paramedics. To find out more information or if you have any questions please contact the organisers directly.