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Telephone Triage Care
Author: Claire HunterGain a complete, practical understanding of the essential benefits and unique challenges of Telephone Triage for non-clinical call handlers. Telephone Triage Care provides a distinctive scenario-based approach to the call handler’s role, highlighting important aspects such as effective communication as well as the considerations of legal and ethical issues. Telephone Triage Care combines practical information with specific, real-life examples on how to handle the various situations encounter in the call handler’s 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
OVERVIEW
Gain a complete, practical understanding of the essential benefits and unique challenges of Telephone Triage for non-clinical call handlers. Telephone Triage Care provides a distinctive scenario-based approach to the call handler’s role, highlighting important aspects such as effective communication as well as the considerations of legal and ethical issues. Telephone Triage Care combines practical information with specific, real-life examples on how to handle the various situations encountered in the call handler’s 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
Chapter 1: The Healthcare System
Chapter 2: Understanding Telephone Triage and Your Role Within It
Chapter 3: Telephone Communication
Chapter 4: Critical Thinking in Telephone Triage
Chapter 5: Legal, Ethical and Professional Considerations
Chapter 6: Safeguarding
Chapter 7: Mental Health and Telephone Triage
Chapter 8: Special Considerations
Chapter 9: Anatomy, Physiology and Pathophysiology: A Systems Approach
Chapter 10: Health and Wellbeing at Work
Chapter 11: Professional Development
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