Triage protocol for non-clinical staff

Correct as of January 2012

Practices should have sound triage policies and protocols in place for non-clinical staff to deal with emergency situations. Training staff in how to follow them will safeguard against criticism should a patient come to harm because of a delay in seeing someone, given advice or being directed to emergency treatment.

The POPGUNS diagram in the PDF attachment on the right is an example of a triage protocol for non-clinical staff.

Disclaimer

The POPGUNS diagram is an example of a triage protocol for non-clinical staff. It is an important to note that this is a process that should be customised to each individual practice. Both clinical and non-clinical staff should have input into how triaging is carried out within the practice and further training should be provided in what to do in certain situations.

Further information

• Males T, Telephone Consultations in Primary Care: A Practical Guide, RCGP 2007
• Males T, Telephone Triage: Managing Uncertainty Podcast, MPS OOH Conference 2011
• Urgent Care – A Practical Guide to Transforming Same-day Care in General Practice
• Briggs J, Telephone Triage for Nurses, 3rd edition, Lippincott Williams and Wilkins 2006.

Please contact the Communications Department on 0113 241 0247 if you are unable to access the PDF and would like us to send you a hard copy of this factsheet.