At a time when primary care has never been busier, the ability to assess effectively by telephone is vitally important. By understanding the problems of this demanding and risk-prone area, clinicians are better able to balance patient needs with workload demands and access to face-to-face appointments.


This book provides GPs, practice nurses and out-of-hours workers with a practical guide to what is required when undertaking triage or consultations on the telephone. Using real-world examples throughout, the book offers:


A step-by-step guide to the basic principles of telephone assessment
A summary of the potential pitfalls and how to avoid them
Guidance on how to quality-assure each call before concluding safely
Protocols to use for every call


Telephone Assessment in Primary Care is based around the author’s personal experience working in clinical telephone services. In addition, her work running training courses on telephone triage and consultation helps her to highlight common problems and provide practical solutions.