Triage on Reception

Master the essential skill of over-the-phone triage to accurately assess clinical urgency and prioritise patient care effectively.

  • Receptionist

  • 1 hour

      Overview

      Effective telephone triage is a vital skill for any veterinary receptionist, helping you to gauge the urgency of a case before the patient even arrives at the practice. This course provides you with the knowledge to ask the right questions and prioritise appointments based on clinical need, ensuring the best possible care for your clients and their pets. You will explore how to differentiate between non-urgent, urgent, and emergency situations, using a structured approach to manage the flow of the practice. By the end of the training, you will be able to provide clear instructions to clients on how to transport their pets safely under various circumstances, ensuring a professional and calm response to every call.

      Intended learning outcomes

      By the end of this course, you should be able to:
      • Differentiate between non-urgent, urgent and emergency cases
      • Apply your knowledge in order to prioritise appointments
      • Produce a ‘traffic light’ system triage sheet
      • Provide clear advice and instructions to clients on how to transport the patient to the practice in a variety of scenarios
      “I have always believed, and I still believe, that whatever good or bad fortune may come our way we can always give it meaning and transform it into something of value.”
      HERMANN HESSE, SIDDHARTHA