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Telephone triage and consultation : are we really listening? (Record no. 74457)

MARC details
000 -LEADER
fixed length control field 02309cam a2200169 4500
001 - CONTROL NUMBER
control field WHIT26986
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 120401t2017 xxu||||| |||| 00| 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780850844269
080 ## - UNIVERSAL DECIMAL CLASSIFICATION NUMBER
Universal Decimal Classification number W 89 PYG
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Pygall, Sally-Anne
245 ## - TITLE STATEMENT
Title Telephone triage and consultation : are we really listening?
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc. London
Name of publisher, distributor, etc. Royal College of General Practitioners
Date of publication, distribution, etc. 2017
500 ## - GENERAL NOTE
General note Monograph
500 ## - GENERAL NOTE
General note xiv, 143p. ; 25cm.
520 ## - SUMMARY, ETC.
Summary, etc. The primary aim of this book is to provide an understanding of what is required when GPs, practice nurses, receptionists and out-of-hours workers are engaged in clinical telephone assessments (often referred to as telephone triage or telephone consultations) or anywhere that patients are assessed over the phone. The reader will learn real, practical tools and techniques to apply in their daily work for managing calls in busy environments, and will gain insight into identifying and avoiding hazards when carrying out telephone assessments. Deliberately conversationalist in style, this guidebook addresses the preparation, underlying principles and stages in telephone triage and consultations from beginning to end, including when to conclude safely. Each chapter is dedicated to key areas to allow the reader to access precise information. The book argues that the real purpose of a telephone assessment is not to diagnose, but to determine the need for further assessment and why focussing on diagnosing can be a risk to the patient. It also provides information on how to quality assure your calls, as well as the use of protocols in telephone calls. Based on empirical evidence, the book draws heavily on the author's own personal experience and knowledge of working in clinical telephone services, and the problems and benefits associated with this highly demanding and risk-laden area. Importantly, it seeks to address the caller's or patient's perspective, to ensure the clinician has a better understanding of how they can balance patient needs with workload demands and accessibility. The book also provides an understanding of the current models of healthcare delivery with the associated pressures on today's clinicians, including the advent of more intense triage systems being implemented in general practice.  
942 00 - ADDED ENTRY ELEMENTS (KOHA)
Koha issues (borrowed), all copies 1
Holdings
Withdrawn status Lost status Damaged status Not for loan Home library Current library Shelving location Date acquired Total Checkouts Total Renewals Full call number Barcode Date last seen Date last checked out Price effective from Koha item type
        Whittington Health Library Whittington Health Library Shelves 07/01/2020 1 2 W 89 PYG 00016500 03/02/2023 20/12/2022 06/06/2022 Book 14-day loan