During triage, it is essential to open the correct patient record. Verifying the patient’s details, also known as NAP details (Name, Address, and Place of Residence) is an important part of Phase 1 of the Triage Consultation Model.
If these details are not verified correctly and the outcome of the triage is a GP home visit or an ambulance dispatch, there is a risk that healthcare professionals will be sent to the wrong location.
Use a structured approach when collecting the patient’s details.
Before asking for the patient’s details, use a transition statement.
For example:
“Before we continue, I would like to verify your personal details”
“To help you as quickly as possible, I first need to confirm your personal details”
“Could you please provide your Citizen Service Number, if available, so I can verify your details?”
Collect the following information:
- What is your Sedula Number, if available?
- What is your date of birth?
- What is your surname?
- What is your registered home address? Are you currently at that address?
- What telephone number can we use to contact you?
- Who is your GP?
Returning to the Consultation
Once the patient’s details have been verified, use a transition statement to return to the reason for the call.
For example: “Thank you. Your details have been verified. You called because…”
Think carefully about the next questions you need to ask. Do you already have enough information, or do you still need additional information about the ABCD assessment and the patient’s clinical presentation?
Make sure you know:
- Where is the patient?
- What has happened?
- What are the patient’s symptoms?
- Was there an event leading up to the complaint, such as a trauma? If so, what happened?
- When did the symptoms begin?
- Is the patient showing autonomic symptoms, such as sweating, pallor, nausea, or vomiting?
- Does the patient appear ill? If so, how ill? Do they have a fever?
- What is the patient still able to do independently?
- Are there any additional symptoms?
- Is this a new complaint or has it occurred before?
- Has the patient taken any medication or tried any treatment for the symptoms?
Determining the Urgency Level
Consider what additional information is needed to clarify the patient’s clinical presentation and determine the appropriate urgency level.
This may include questions about:
- Pain relief already taken
- Current medication
- Medical history
- The appropriate NTS triage pathway
