Edited by Claire Hunter

Publication date:

03 September 2018

Length of book:

144 pages


Class Professional



ISBN-13: 9781859597859

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