Additional considerations
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Telephone Triage Challenges and Solutions
Challenges Faced in Telephone Triage
Identifying Challenging Groups: Telephone triage can be particularly challenging when dealing with very elderly individuals, young children, persons with learning difficulties, and accidental callers to 111.
Handling Different Demographics
Every Call Matters: Regardless of who calls, every 111 inquiry is treated seriously, and demographic information is gathered as thoroughly as possible.
Children Calling 111: Children sometimes call 111 seeking help independently. In such cases, safeguarding measures may need to be considered, including local safeguarding referrals.
Elderly and Vulnerable Callers: Elderly and vulnerable individuals may call 111 for various reasons, sometimes simply for companionship or advice. They are directed to appropriate services to address their needs, including mental health support or assistance with daily living.
Overcoming Language Barriers
Language Challenges: Language barriers, such as patients speaking broken English, can complicate triage. Services like Language Line are used to facilitate communication effectively, ensuring accurate information gathering and credible documentation.
Ensuring Safety and Credibility: Using Language Line enhances safety and credibility by avoiding assumptions and ensuring accurate understanding of patient needs.
Dealing with Accidental Calls
Handling Wrong Numbers: Accidental calls to 111, such as mistaking it for the police non-emergency line (101), are managed carefully. Details are recorded, and appropriate signposting to other services, if needed, is provided before redirecting the caller.
Children and Accidental Calls: Even accidental calls from children are documented and handled with care, ensuring all details are recorded for proper management.