Urgent Care Identification (Frontline Staff)

This comprehensive course will increase your understanding of the link between triage and accreditation, how to implement consistent triage practices across your team as well as utilising resources to support you within your frontline role. You will feel more confident and competent with systemising processes that follow the safe and effective principles of telephone and face-to-face triage in your workplace.

The Urgent Care Identification (Frontline Staff) course is an online course consisting of self-directed learning. Utilising models of blended learning, students will be required to complete readings, reflective activities, quizzes, watch videos, and participate in formative assessments.

By the end of this course, you will have knowledge of how to implement safe and effective triage strategies in your workplace.

You should now be able to:

• Understand the importance of triage and the different types that be utilised in primary healthcare
• Outline a workplace process and design a script for supporting administrative staff with telephone triage
• Outline a workplace process and design a script for supporting administrative staff with face-to-face triage
• Design your own systems, procedures and protocols with your team to ensure the safe and effective provision of triage in your workplace.

This course is open to any individuals working within primary healthcare, and would benefit those with regular patient and client interactions. Relevant professions may include:

• Medical receptionist
• Practice assistant
• Non-clinical Aboriginal and/or Torres Strait Islander Health Workers
• Practice manager.

Entrants should have:

• Language, literacy and numeracy levels sufficient to interpret basic medical parameters, respond to requests from health professionals and communicate effectively with patients, clients and the public.

To achieve completion, students must successfully complete:

• Formative theory questions covering essential knowledge and skills. A formative assessment is a self-marking process that provides immediate results and feedback.

Developing knowledge and understanding in urgent care to identify when situations may require escalation or not, and by doing this direct patients who require more immediate assistance to the clinical team. Understand the importance of clinic protocols that support administration, for phone or face-to-face interactions, that can facilitate patient care more effectively and safely.

There is no associated workshop with this course. All learning is online via accessIQ. You will guide your own pace of learning in this online course.

Students enrolled in The Benchmarque Group courses should adhere to the following principles:

• Display a commitment to learning and to achieving success
• Be responsible and accountable for their own learning, behaviour and decisions
• Actively participate in all workshop activities and learning experiences
• Attend all scheduled sessions and be punctual at all times
• Complete all online assessments and workplace practice activities
• Work in harmony and respect the rights and opinions of staff and other students
• Treat others as they themselves would like to be treated
• Use acceptable language at all times

This program is open to any individuals working within primary healthcare, and would benefit those with regular patient and client interactions. Relevant professions may include:

• Medical receptionist
• Practice assistant
• Non-clinical Aboriginal and/or Torres Strait Islander Health Workers
• Practice manager.

There are no associated formal assessments with this program. All learning is completed online with real time learning feedback provided via theory questions covering essential knowledge and skills. This style of feedback is known as a ‘formative assessment’, a self-marking process that provides immediate results and feedback.

No. This program is only available as online learning.