Assessing patient needs before clinical triage.

This module supports call handlers or medical administration staff working in general practice to confidently manage incoming calls and assess patient needs before clinical triage begins.

Your role as call handler is crucial in ensuring whānau are connected to the right care, at the right time, by the right team member.

While this is not a clinical or CPR training module, it will equip you with clear, practical steps to safely assess urgency and guide next steps in line with your practice’s team-based clinical triage model of care.

You’ll learn how to:

• Understand the purpose and role of clinical triage in general practice
• Ask effective questions to understand a caller’s needs
• Identify signs of urgent concerns, when to escalate and recognise when to call 111 

This interactive learning includes real-life scenarios, downloadable tools, and practical tips. It’s part of Collaborative Aotearoa’s commitment to supporting high-performing general practice teams. Let’s get started and make every call count!

Duration to complete: 20-30 minutes