Calls Procedure

How we take your calls

The call taker takes the call and simultaneously enters the caller's details on a computer. The receptionist takes a brief description of the reported condition and a priority is given to the call.

Priority

The calls are dealt with in three categories:

• Emergency — determined by nature of complaint (chest pains, collapse, shortage of breath etc) and / or the caller
• Urgent
• Less urgent

Emergency Call

When the call is deemed an Emergency, the call is transferred to a triage nurse immediately.

Urgent Call

The Triage Nurse rings back within 10 minutes.

Less Urgent Call

The call taker informs the caller that the nurse will ring them back within 30 minutes.

What is telephone triage?

It is a process by which the nurse prioritizes the patient's health problems according to their urgency. The basic aim of triage is to establish whether the patient needs to be seen or given advice. If the patient needs advice, it must be ensured that the advice is evidence based and that the patient is happy with the advice. If the patient needs to be seen the nurse arranges the location and a suitable time. Calls to and from the Caredoc service may be recorded for quality and training purposes.