Details
Triage is a core safety and workflow function in general practice. This training equips non-clinical staff with the knowledge and confidence to assess urgency, prioritise patient needs, and ensure timely access to appropriate care. Staff will learn how to gather essential information, recognise red flags, escalate concerns appropriately, and communicate clearly with patients—supporting safe clinical decision-making, efficient appointment allocation, and a positive patient experience. Effective triage helps protect patients, supports clinicians, and ensures the practice operates safely and sustainably.
Objectives:
- Describe the basic principles of Triage and the importance of appropriate appointment management and documentation.
- Identify the needs for robust practice systems, policies, procedures and guidelines to support Triage strategies for safety and quality.
- Recall the benefits of practice specific triage tools to assist staff in the appropriate prioritisation of patients seeking care.
Wendy has worked in the general practice sector for 22 years, with the last twelve years as a Senior Operations Manager in a large regional general practice in Victoria. This practice won the AGPAL Rural and Remote General Practice of the Year Award for excellence in 2018. She provides direction and mentoring for new doctors, medical students, nurses and administration staff.
Wendy is responsible for coordinating the community-controlled operations including IT, chronic disease clinics, bookings, recalls and reminders. She has a strong interest in Medicare interpretation and chronic disease, and has excellent knowledge of the Medicare guidelines, and how to optimize Medicare for patient benefit within general practice settings.
Wendy is an experienced general practice educator. She enjoys sharing her knowledge to improve processes that maximise outcomes in general practice. Most recently she has delivered MBS for Chronic Disease Management to rural and metropolitan general practices and for staff of an Aboriginal community controlled health service and a series of General Practice Triage workshops for receptionists and Practice Managers.
