Course description
The Telephone Triage for Ambulance 111 Staff course is specifically designed to provide ambulance call center personnel with the necessary skills and knowledge to effectively triage and provide appropriate guidance and care over the phone.
Course Outline:
1: Introduction to Telephone Triage in Ambulance Services
Role and responsibilities of ambulance 111 staff in telephone triage
Legal and ethical considerations in telephone triage
Collaboration with other emergency services and healthcare providers
2: Effective Communication in Telephone Triage
Active listening skills and empathetic communication techniques
Verbal and non-verbal communication cues
Calming and reassuring callers in stressful situations
3: Assessment and Prioritisation
Developing a systematic approach to telephone triage
Gathering relevant information from callers
Identifying high-priority and life-threatening situations
Use of decision-support tools and protocols
4: Medical Conditions and Emergencies
Recognizing and assessing common medical conditions over the phone
Identifying signs and symptoms of life-threatening emergencies
Triage protocols for cardiac emergencies, respiratory distress, strokes, and other critical situations
5: Non-Emergency Situations and Self-Care Advice
Providing guidance for non-urgent and non-life-threatening conditions
First aid instructions and self-care advice for minor injuries and illnesses
Referral to appropriate healthcare resources and services
6: Managing Difficult Callers and Challenging Situations
Strategies for handling distressed, agitated, or uncooperative callers
De-escalation techniques and conflict resolution skills
Self-care and stress management for telephone triage staff
7: Quality Improvement and Professional Development
Reflecting on performance and continuous improvement
Utilizing feedback and self-assessment tools
Staying updated with best practices and ongoing professional development
Teaching Methodology:
Lectures with multimedia presentations
Case studies and practical scenarios
Interactive discussions and group activities
Q&A sessions
