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9781914961366 Add to Cart Academic Inspection Copy

Telephone Assessment in Primary Care

A practical guide to effective consultation and triage
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At a time when primary care has never been busier, the ability to assess effectively by telephone is vitally important. By understanding the problems of this demanding and risk-prone area, clinicians are better able to balance patient needs with workload demands and access to face-to-face appointments. This book provides GPs, practice nurses and out-of-hours workers with a practical guide to what is required when undertaking triage or consultations on the telephone. Using real-world examples throughout, the book offers: A step-by-step guide to the basic principles of telephone assessment A summary of the potential pitfalls and how to avoid them Guidance on how to quality-assure each call before concluding safely Protocols to use for every call Telephone Assessment in Primary Care is based around the author's personal experience working in clinical telephone services. In addition, her work running training courses on telephone triage and consultation helps her to highlight common problems and provide practical solutions.
1 Telephone triage versus telephone consultations 2 Things that affect your decision-making 3 The purpose of telephone assessments 4 The risks of telephone assessments 5 Telephone communication versus face-to-face communication 6 Open, closed and facilitative questions - what's best? 7 Examining a patient over the phone 8 The importance of having a structure to your call 9 Preparing to take a call 10 Stage 1 of taking a call: the introduction 11 Stage 2 of taking a call: taking a history 12 Stage 3 of taking a call: the management plan 13 Safety-netting 14 How to close a call 15 What to do if patients don't agree with your advice 16 Documentation and record-keeping 17 The role of the GP receptionist 18 Summary
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