In primary care, paediatric telephone triage is an essential service that requires healthcare professionals to rely on their communication skills to assess and manage children’s health concerns effectively. The absence of physical examination necessitates a structured approach to ensure accurate assessments and appropriate care decisions.
- Establishing Rapport and Trust
Building a connection with both the child and their caregiver is crucial. Begin the conversation by introducing yourself and explaining your role. Use a warm and empathetic tone to reassure the caregiver, acknowledging their concerns and the stress they may be experiencing. This approach fosters trust and encourages open communication, facilitating a more accurate assessment.
- Active Listening and Effective Questioning
Active listening involves fully concentrating, understanding, responding, and remembering what the caregiver communicates. Employ open-ended questions to gather comprehensive information about the child’s symptoms. For instance, instead of asking, “Is your child vomiting?” inquire, “Can you describe what your child has been experiencing?” This technique encourages detailed responses, providing a clearer picture of the child’s condition.
- Implementing Structured Triage Protocols
Utilising standardized triage protocols ensures consistency and safety in decision-making. These protocols guide healthcare professionals through a series of questions and considerations, aiding in the assessment of the child’s condition and determining the appropriate level of care. Familiarity with these protocols is crucial for effective triage.
- Clear and Concise Communication
Given the potential for miscommunication over the phone, it is vital to convey information in a clear and concise manner. Avoid medical jargon and explain terms in layman’s language. When providing advice or instructions, ensure they are straightforward and actionable. For example, instead of saying, “Administer antipyretics as needed,” say, “Give your child the recommended dose of paracetamol every four to six hours to reduce fever.”
- Safety Netting and Providing Reassurance
Always conclude the call by summarizing the key points discussed and outlining the next steps. Provide safety netting advice, informing the caregiver of warning signs that would necessitate immediate medical attention. Reassure them that they can contact the practice again if the child’s condition worsens or if they have further concerns.
- Accurate Documentation
Thorough documentation is essential for continuity of care and legal accountability. Record all relevant information, including the caregiver’s concerns, the child’s symptoms, the advice given, and any follow-up actions. This documentation serves as a valuable reference for future consultations and ensures that all aspects of the triage process are captured.
Training Opportunities for Healthcare Providers
To enhance proficiency in paediatric telephone triage, healthcare providers can benefit from specialized training. The Paediatric Telephone Triage: Principles, Practice, and Scenarios course offered by Practitioner Development UK Ltd provides comprehensive education on paediatric telephone triage. This course covers:
- Modifying general telephone triage skills for paediatrics
- Clinical processes and triage principles specific to paediatrics
- Communication skills and legal/ethical issues in paediatric telephone triage
- Providing clear, concise, accurate, and relevant information and advice to children and their parents or carers
Engaging in such training equips healthcare providers with the necessary skills and knowledge to conduct effective paediatric telephone triage, ultimately leading to improved patient outcomes.
References:
- Practitioner Development UK Ltd. (2023). A Brief Guide to Structuring a Paediatric Telephone Triage Call. [online] Available at: https://pduk.net/article/54/A_Brief_Guide_to_Structuring_a_Paediatric_Telephone_Triage_Call [Accessed 3 May 2025].
- UKONS. (2020). New Edition of the Telephone Triage Toolkit. [online] Available at: https://www.ukons.org/news-archive/new-edition-of-the-telephone-triage-toolkit/ [Accessed 3 May 2025].
