There are answering scripts for admin staff and skill mix conditions list that are in this manual. There is no substitute for learning by doing. Undertaking signposting and triage work in a shared room, rather than individual clinical/admin rooms is a great opportunity to share and learn as a team. Daily huddles are an opportunity to refine the approach. Starting the session by asking:
–What did we test yesterday?
–What did we learn?
–What are we testing today?
And capture the outcomes of the huddles in brief each day will build a narrative on how the practice has improved the total triage process over time and helps with handover of information to team members working part-time.