Telephone Consultation Services (TCS) Ltd

There are more and more complaints and incidents as a result of poor telephone triage because many clinicians, receptionists and call handlers receive very little training or performance feedback on this work.Research estimates that 25% of consultations now take place over the phone but only 6% of staff are trained in telephone medicine. We are here to change that!

Patients are put at risk and are often left dissatisfied; in severe cases harm or even death may result. Many clinicians will avoid telephone triage or consultation work as they dislike it or are ill prepared and vulnerable and yet effective telephone interactions can reduce the demand for appointments and provide patients with support without the need for face to face reassurance.

Our Services

TCS Ltd is able to offer services as a trainer and consultant specialising in the skills required for telephone triage and consultations. These services have been developed to meet the needs of both clinical and non clinical staff and include: 

 

Training Courses

• Telephone Triage Training
• GP Receptionist Training
• Communication Skills Training
• Call Handler Training
• Complaints Handling Training
• Telephone Triage Protocols Workshop
• Telephone Consultation Skills Training

Consultancy Services

• Telephone Consultation Quality Audit Services
• Telephone Consultation Quality Audit Tools
• Setting Up Telephone Consultation Systems
• Clinical Governance Consultation Services
• Telephone Triage Protocols for Nurses