Additional Information
Book Details
Abstract
Gain a complete, practical understanding of the essential benefits and unique challenges of Telephone Triage for non-clinical call handlers. Telephone Triage Care builds on establishing an understanding of the entire healthcare system as well as Telephone Triage’s crucial role within it. It provides a distinctive scenario-based approach to the call handler’s role, highlighting important aspects such as the need for effective communication as well as the considerations of legal and ethical issues. Telephone Triage Care combines practical information on the healthcare system with specific, real-life examples on how to handle the various situations the call responder may encounter in their complex and challenging role.
Telephone Triage Care includes:
- The importance of communication
- Anatomy and physiology
- How to deal with legal, ethical and professional issues
- Health and wellbeing at work
- Advice on how to handle callers with mental health issues
- Working with callers of special considerations
- Critical thinking and decision making
- Scenario examples and models
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover\r | Cover | ||
| Half title\r | i | ||
| Title\r | iii | ||
| Copyright\r | iv | ||
| Contents | v | ||
| Contributors | viii | ||
| Acknowledgements | x | ||
| Introduction | xi | ||
| Chapter 1: The Healthcare System | 1 | ||
| Learning Objectives | 1 | ||
| Introduction | 1 | ||
| The Structure of the NHS | 1 | ||
| Care Providers within the NHS | 2 | ||
| Emergency Care Services | 2 | ||
| Regulation of NHS Services | 2 | ||
| Other Structures Relating to the NHS | 2 | ||
| NHS Funding, Pressures and Public Perception | 3 | ||
| Summary | 4 | ||
| References and Further Reading | 4 | ||
| Chapter 2: Understanding Telephone Triage and Your Role Within It | 5 | ||
| Learning Objectives | 5 | ||
| What is Telephone Triage? | 5 | ||
| Why Do We Triage? | 5 | ||
| Who is Affected by the Work You Do? | 7 | ||
| The Complexity of Telephone Triage | 8 | ||
| The Importance of Clinical Decision Support Systems | 8 | ||
| The Limits of TelephoneTriage | 9 | ||
| Your Role as a Call Handler within Telephone Triage | 10 | ||
| Call Complexity and Role Boundaries | 10 | ||
| Call Patterns | 10 | ||
| Scenarios | 11 | ||
| Scenario 1 – Bob | 11 | ||
| Scenario 2 – Sarah | 12 | ||
| Scenario 3 – Lauren | 12 | ||
| Scenario 4 – Aaron | 13 | ||
| Scenario 5 – Liviu | 13 | ||
| Scenario 6 – James | 14 | ||
| Scenario 7 – Hugo | 14 | ||
| Scenario 8 – Rumbi | 14 | ||
| Summary | 15 | ||
| Reference | 15 | ||
| Chapter 3: Telephone Communication | 16 | ||
| Learning Objectives | 16 | ||
| Introduction | 16 | ||
| Controlling the Pace and Flow of the Call | 17 | ||
| Speaking to the Patient | 17 | ||
| The Impact of Emotion on Call Control | 18 | ||
| Setting the Scene | 18 | ||
| Directing the Flow and Pace of the Call | 18 | ||
| Skilled Questioning | 19 | ||
| Conveying Questions Skilfully | 19 | ||
| Obtaining Adequate Information to Answer Each Question | 20 | ||
| Active Listening | 21 | ||
| Listening and Retaining Information | 22 | ||
| Demonstrating that you are Listening | 22 | ||
| Improving Listening Skills | 23 | ||
| Establishing Rapport | 24 | ||
| Balancing Warmth and Professionalism | 25 | ||
| Respect and Sensitivity | 25 | ||
| Negotiating with Callers | 25 | ||
| Understanding the Reasons for Caller Resistance | 26 | ||
| The Negotiation Process | 26 | ||
| Summary | 28 | ||
| References and Further Reading | 28 | ||
| Chapter 4: Critical Thinking in Telephone Triage | 29 | ||
| Learning Objectives | 29 | ||
| Introduction | 29 | ||
| What is Critical Thinking? | 29 | ||
| Listen for Ideas – Not Just Words | 30 | ||
| Biases and Assumptions | 30 | ||
| Summary | 31 | ||
| Reference | 31 | ||
| Chapter 5: Legal, Ethical and Professional Considerations | 32 | ||
| Learning Objectives | 32 | ||
| Introduction | 32 | ||
| Legal and Ethical Issues for Call Handlers within Telephone Triage | 32 | ||
| Confidentiality | 32 | ||
| Duty of Care | 33 | ||
| Negligence | 34 | ||
| Whistleblowing | 34 | ||
| Duty of Candour | 35 | ||
| Consent and Capacity | 35 | ||
| Equality, Diversity and Discrimination | 36 | ||
| Professional Issues for Call Handlers within Telephone Triage | 38 | ||
| Social Media | 38 | ||
| Your Role and the Provision of Information | 40 | ||
| How Do You Provide Information? | 40 | ||
| Note Taking | 41 | ||
| Major Incidents – METHANE | 42 | ||
| Summary | 42 | ||
| Useful Links | 42 | ||
| References and Further Reading | 43 | ||
| Chapter 6: Safeguarding | 44 | ||
| Learning Objectives | 44 | ||
| Introduction | 44 | ||
| What is Abuse? | 44 | ||
| Who is Susceptible to Abuse? | 45 | ||
| Safeguarding Children | 45 | ||
| Safeguarding Vulnerable Adults | 45 | ||
| Safeguarding and Telephone Triage | 45 | ||
| Learning from Previous Child Abuse Cases | 47 | ||
| Chapter 7: Mental Health and Telephone Triage | 54 | ||
| Learning Objectives | 54 | ||
| Introduction | 54 | ||
| What is Mental Health? | 54 | ||
| Common Mental Health Disorders | 54 | ||
| Depression | 54 | ||
| Post-Natal Depression (PND) | 55 | ||
| Anxiety | 55 | ||
| Generalised Anxiety Disorder (GAD) | 55 | ||
| Obsessive Compulsive Disorder (OCD) | 55 | ||
| Post-traumatic Stress disorder (PTSD) | 55 | ||
| Panic Disorder | 55 | ||
| Severe Mental HealthConditions | 55 | ||
| Bipolar Disorder | 55 | ||
| Psychosis | 55 | ||
| Other Mental Health-relatedConditions | 56 | ||
| Dementia | 56 | ||
| Self-harm | 56 | ||
| Alcohol and Substance Misuse | 56 | ||
| Getting Help for Mental Health Conditions | 56 | ||
| General Practitioners | 57 | ||
| Mental Health Crisis Teams | 57 | ||
| Charities and Voluntary Organisations | 57 | ||
| Call Handling Skills for Helping People with Mental Health Issues | 57 | ||
| Managing Calls Relatingto Suicide | 58 | ||
| The Mental Health Act 1983 | 60 | ||
| Summary | 60 | ||
| References and Further Reading | 61 | ||
| Chapter 8: Special Considerations | 61 | ||
| Learning Objectives | 61 | ||
| Introduction | 62 | ||
| Children | 62 | ||
| Elderly Callers | 63 | ||
| Frequent Callers | 63 | ||
| Patients Receiving End of Life Care | 64 | ||
| Callers with Little or No English | 64 | ||
| Learning Disabilities, Autism or Both | 64 | ||
| Causes of LearningDisabilities | 65 | ||
| Genetics | 65 | ||
| Events Before Birth | 65 | ||
| Events During Birth | 65 | ||
| Events After Birth | 65 | ||
| Causes of Autism | 65 | ||
| Access to Healthcare | 65 | ||
| Vulnerability and LearningDisabilities/Autism | 67 | ||
| Summary | 67 | ||
| References and Further Reading | 67 | ||
| Chapter 9: Anatomy, Physiology and Pathophysiology: A Systems Approach | 69 | ||
| Learning Objectives | 69 | ||
| Life-threatening Situations | 69 | ||
| Airway | 70 | ||
| Breathing | 70 | ||
| Circulation | 70 | ||
| Causes of Shock | 70 | ||
| Basic Life Support | 71 | ||
| The Body’s Response to Illness and Injury | 71 | ||
| Illnesses | 71 | ||
| Injuries | 72 | ||
| How the Body Heals Itself | 73 | ||
| Blood Clotting and Inflammation | 73 | ||
| Fever | 73 | ||
| Antibiotics | 74 | ||
| The Body’s Building Blocks | 74 | ||
| Systems of the Body | 75 | ||
| The Cardiovascular System | 75 | ||
| The Nervous System | 78 | ||
| The Respiratory System | 83 | ||
| The Digestive System | 86 | ||
| The Skeletal and Muscular Systems | 88 | ||
| The Immune and Lymphatic Systems | 91 | ||
| The Endocrine System | 94 | ||
| The Urinary System | 95 | ||
| The Reproductive System | 97 | ||
| The Senses | 100 | ||
| Summary | 103 | ||
| References and Further Reading | 103 | ||
| Chapter 10: Health and Wellbeing at Work | 104 | ||
| Learning Objectives | 104 | ||
| Introduction | 104 | ||
| The Physical Workplace | 104 | ||
| Headsets | 104 | ||
| Work Stations | 105 | ||
| Hygiene | 105 | ||
| Hazards | 107 | ||
| Reporting | 107 | ||
| Emotional Wellbeing at Work | 107 | ||
| Some Practical Ideas to Help You Be Emotionally Well at Work | 109 | ||
| Mindfulness at Work | 110 | ||
| Useful links and Resources | 112 | ||
| Shift Work | 112 | ||
| Summary | 113 | ||
| References and Further Reading | 113 | ||
| Chapter 11: Professional Development | 115 | ||
| Learning Objectives | 115 | ||
| Introduction | 115 | ||
| What is Continuing Professional Development? | 115 | ||
| Reflective Practice as a Form of CPD | 115 | ||
| A Reflective Model | 116 | ||
| Description | 116 | ||
| Feelings | 116 | ||
| Evaluation | 117 | ||
| Analysis | 117 | ||
| Conclusion | 117 | ||
| Action Plan | 117 | ||
| Keeping a Reflective Journal | 117 | ||
| Different Learning Approaches | 118 | ||
| Summary | 119 | ||
| References and Further Reading | 119 | ||
| Index | 121 |