Telephone Triage and Care Navigation training for your team
Licence this one module for the staff who need it. No CareStream subscription, no minimum order, no annual contract. One licence covers one member of staff for the complete Telephone Triage and Care Navigation module, in the language they think in.
- Teach, then assessA full lesson with a real care scenario, followed by an assessment that checks they can apply it.
- Over 60 languagesStaff read the lesson and answer in their first language. Your records stay in English.
- Wrong answers get followed upA short micro-lesson goes back to the staff member on the exact point they missed, then they retry.
- Evidence you can hand overA dated completion record and a certificate per person, ready for your CQC file.
Telephone Triage and Care Navigation, start to finish.
This training explains how our practice assesses patient requests by telephone and directs them to the right service or professional. You will learn the difference between care navigation (signposting patients to appropriate services) and clinical triage (assessing urgency and need), how to work safely within your role boundaries, and how to ensure fair access for all patients including those who struggle with telephone or digital systems. This is the same module CareStream subscribers get, written for care settings rather than adapted from a generic course. It runs about 35 minutes and ends with a 20 question assessment.
- Understanding the Modern General Practice Model
Our practice uses a total triage model where every patient request is assessed before an appointment is simply booked.
- Care Navigation and Active Signposting
Care navigation means directing patients to the most suitable service or professional, often done by trained reception staff.
- Clinical Telephone Triage
Clinical telephone triage is the assessment of a patient's urgency and need by a GP, nurse or paramedic to decide on the right action.
- Recognising Urgency and Red Flags
Both care navigators and triage clinicians must recognise signs of serious illness or emergency that need immediate action.
- Communication Skills Without Visual Cues
Assessing patients by telephone requires strong communication skills because you cannot see their face, body language or how unwell they look.
- Safety Netting and Documentation
Safety netting means giving clear advice about what to watch for and when to seek further help, especially important when assessing by telephone.
- Confidentiality and Privacy at a Busy Reception
Telephone triage and navigation often happen at a busy front desk where other patients can overhear.
- Fair Access and Health Inequalities
A telephone and digital first model can disadvantage vulnerable patients and those who struggle with technology, language barriers, hearing difficulties, learning disabilities or mental health problems.
What your team will be able to do.
- Explain the difference between care navigation and clinical triage and identify which tasks belong to each role
- Apply the practice's telephone triage protocols to direct patients safely to the appropriate service or team member
- Recognise urgent or emergency situations that require immediate escalation during telephone contact
- Demonstrate how to protect patient confidentiality and fair access during telephone triage and navigation
- Describe appropriate safety netting and documentation requirements for telephone assessments
Telephone Triage and Care Navigation in facts.
About 35 minutes, 8 lessons
20 questions, pass mark 80%
Every year
None, completed fully online
What staff come away with
Care navigators signpost patients to appropriate services and never give clinical advice or diagnose, escalating anything clinical or uncertain to the triage clinician
Clinical telephone triage assesses urgency and need without visual cues, requiring careful listening, questioning and recognition of red flags for immediate escalation
Always give clear safety netting advice about what to watch for and when to seek further help, and document every contact thoroughly
Protect patient confidentiality even at a busy reception, taking sensitive calls privately and never discussing patient details where others can hear
Ensure fair access by actively helping vulnerable patients and those who struggle with telephone or digital systems rather than letting them fall through gaps
It is always better to escalate and over refer when unsure than to miss something serious, and urgent red flags require immediate action not routine booking
Three steps, and nothing to set up.
Checkout takes a minute. Your licences and a receipt arrive by email straight away.
Enter their names and emails, or paste a list. They get an invite to the hub on any device.
You see who has finished, their score, and their certificate as each one comes in.
Everything a licence includes.
Dated, named, and downloadable as a PDF for your training file.
Over 60 languages, chosen per staff member. Your reporting stays in English.
Buy one module for one person if that is all you need. Nothing recurring.
Licences do not expire the moment you buy. Staff have a year to complete.
Before you buy.
How long does Telephone Triage and Care Navigation training take?
About 35 minutes, across 8 short lessons, followed by a 20 question assessment with a pass mark of 80%. Staff can stop and pick up where they left off.
What does the Telephone Triage and Care Navigation module cover?
8 lessons: Understanding the Modern General Practice Model, Care Navigation and Active Signposting, Clinical Telephone Triage, Recognising Urgency and Red Flags, Communication Skills Without Visual Cues, Safety Netting and Documentation, Confidentiality and Privacy at a Busy Reception and Fair Access and Health Inequalities. Each one pairs the teaching with a care scenario and a quick check.
How often do staff need to refresh Telephone Triage and Care Navigation?
CareStream sets this module so it renews every year. Staff and managers are reminded before a certificate lapses, so the refresher is booked before the gap appears.
Is Telephone Triage and Care Navigation completed fully online?
Yes. It is knowledge based, so staff complete the lessons and the assessment online and receive their certificate at the end. There is no practical sign-off.
Do I need a CareStream subscription to buy this?
No. This page exists precisely so you do not. You buy the licences you need, your staff complete the module in the CareStream hub, and that is the end of it. There is no trial to start, no card kept on file, and no subscription that begins quietly afterwards.
If you later decide you want the full platform, anything your staff have already completed carries across into your account.
What does one licence actually cover?
One licence covers one named member of staff for this one module, including the lesson, the assessment, any follow-up questions triggered by a wrong answer, and their certificate. Licences are not shared between people, because the completion record has to belong to an individual to be worth anything at inspection.
How quickly can staff start?
Immediately. The licences are on your account as soon as the payment clears, and staff get their invite the moment you add them. There is no onboarding call and no setup period.
Can staff complete it in another language?
Yes. Each staff member has a first language on their profile, and the lesson, the questions and the feedback all arrive in it. They answer in that language too. What you see as a manager stays in English, so the record reads the same whoever completed it.
What if someone fails the assessment?
Nothing is lost. A wrong answer triggers a short follow-up lesson on that specific point, and they retry it. The record shows the improvement from the first attempt to the latest, which is stronger evidence than a single pass mark, because it shows the gap was found and closed.
Can I buy for more than one service?
Yes. Buy the total number of licences you need and allocate them across your services when you add staff. If you are licensing for a group and want an invoice rather than a card payment, get in touch and we will raise one.
Licence any of these the same way.
Same price, same terms, no subscription needed.
