SHE Level 5
SCQF Credit Points 15.00
ECTS Credit Points 7.50
Module Code MMB725170
Module Leader Tom McAlear
School School of Health and Life Sciences
Subject Nursing
  • A (September start)
  • B (January start)
  • C (May start)

Pre-Requisite Knowledge

Registered Health Professional

Summary of Content

This module aims to provide Healthcare professionals with the necessary knowledge and skills required to carry out telephone triage. The module will have a focus on the advanced communication skills required to conduct telephone triage consultations. Consequently, healthcare professionals will appraise and evaluate the logic underpinning contextual clinical decision-making, utilising relevant decision making frameworks to explore reasoning, judgement and managing risk to avoid cognitive errors regarding telephone triage. The module will provide healthcare professionals with authentic opportunities to explore autonomous practice in the context of undertaking a comprehensive holistic, structured clinical assessment of the patient using remote/digital technology.


-360b7 Communication theories b7 Advanced communication and consultation skills b7 Remote Health consultation and Triage b7 Assessment Decision making Frameworks b7 Dealing with challenging communication and controlling the dialogue -360b7 Patient presentations, including risk managing life threatening conditions -360b7 Professional Legal and ethical issues

Learning Outcomes

On successful completion of this module the student should be able to:1. Evaluate communication theories and processes in the context of providing remote health assessment and triage 2. Evaluate the construction and deployment skilful questioning techniques to initiate patient centred dialogue as part of eliciting and confirming the patient's reason for contacting service.3. Evaluate appropriate evidence based frameworks and decision making theories, to contextually identify differentiate, and risk manage common, complex and life threatening conditions. 4. Critically analyse and evaluate the challenges in providing a remote assessment to the patient to ensure the safe and appropriate triage of patient via remote technology 5. Critically appraise and evaluate the professional, legal and ethical literature surrounding the responsibilities associated with remote health assessment and triage, including safeguarding.

Teaching / Learning Strategy

This is a collaborative module delivered by NHS 24 and accredited by GCU. The teaching and learning strategy for this module adopts a blended learning approach, involving 6 days face to face attendance for theory and simulated practice and thereafter directed online learning. Students will therefore participate in a range of online activities, supported by appropriate learning resources, which will be managed via GCU Learn. Pedagogies which will be used to support this module are associated with inquiry based learning using case analysis and simulation that reflect current practice. Students will develop skills, which has an emphasis on enhanced communication skills that will support the healthcare professionals to competently and confidently assess, initiate pathways of care, refer and discharge, as appropriate, part of the patient journey.

Indicative Reading

Briggs, J., (2015). Telephone Triage Protocols for Nurses. Fifth Edition McGee, P., (2009). Advanced Practice in Nursing and the Allied Health Professionals. Wheeler, S., (2013). Telephone Triage Practice and Protocol Development. Articles Croskerry, P., (2009). Clinical cognition and diagnostic error: applications of a dual process model of reasoning. Advances in Health Sciences Education, (14), pp.27-35. Edwards, B., (1998). Seeing is believing - picture building: a key component of telephone triage. Journal of Clinical Nursing, 70, pp 51-57. Lephrohon., J& Patel., V (1995) Decision making strategies for telephone triage in emergency medical services. Medical Decision Making, 15(3), pp.240-253.

Transferrable Skills

-360b7 Advanced communication skills including active listening b7 Enhanced critical decision making and awareness of cognitive errors b7 Develop independent learning skills b7 Develop study and IT skills, to underpin effective learning b7 Communicate at appropriate level with patients utilising non-medical terminology b7 Independent and small group working skills b7 Information technology use of VLE

Module Structure

Activity Total Hours
Assessment 30.00
Practicals (PT) 18.00
Independent Learning 40 Directed online learning 32 Online activity 12 84.00
Lectures (PT) 18.00

Assessment Methods

Component Duration Weighting Threshold Description
OSCE (School) n/a 0.00 45% Clinical in-house exam
Essay n/a 100.00 45% Essay - 2000 words