Summary: This protocol describes who is responsible for triaging the 111 worklist, as well as the process for booking and signposting.
Who’s it for: Welcomes Team & Call Handlers
Timeliness → the triage process should be completed as early as possible, as some patients may require a same-day appointment
Who is Responsible?
London Bridge Team
- The Call Handler Specialists will triage the 111 worklist by using POST and booking appropriately (see Booking & Signposting process below) 👇
- If there is no Call Handler Specialist on-site, the Call Handlers will take responsibility under instruction of the Call Handler Lead (as for step 1)
On-site Welcome Team
- The Welcome Team Lead will triage the 111 worklist by using POST and booking appropriately (see Booking & Signposting process below) 👇
- If the Welcome Team Lead is not on-site, the Welcome Team Specialist will take responsibility (as for step 1)
- If the Welcome Team Specialist is also absent, any available member of the Welcome Team will take responsibility (as for step 1)
Booking & Signposting
- Open EMIS → go to Appointment Book → look for the 111 Worklist on the left-hand side (between the AM and PM DD books)
- Open each 111 report and use POST to triage the symptoms listed
- If you are unable to triage the symptoms based on what is contained in the report, call the patient and triage them as you would normally with a patient calling in (explain that you are calling to discuss the 111 report and need to ask about their symptoms)
- Once a patient has been triaged, book the appropriate appointment or signpost the patient to the relevant community service (e.g., Pharmacy, Midwife as per the outcome listed)
- If uncertain about the appropriate action, add the patient to the DD list for advice only (booking notes should state 'for advice only’)
Some sites may have a GP who automatically manages the bookings when there is no Paramedic available. This is not part of the protocol, so staff should not rely on this and must always check the 111 worklist to ensure proper triage and booking procedures are followed.
Resources:
- Any questions, contact your Lead