Service Organisation Reception Training (SORT) Workshop

A daily reality for staff in health service organisations is that requests for services often exceed availability. How are staff managing this situation, on a daily basis?

How are requests prioritised? Is there a workable process in place that promotes safe, consistent, and defensible single point entry into the appropriate service?

Our Australian experience, across the General practice, Acute and Community environment, tells us that this is not happening, and that entry, screening and service allocation is, in many instances, ad-hoc at best.


To prepare reception staff and nurses for the development and implementation of a priority access system to improve entry to health care and services, by establishing equitable access in accordance with clinical need.

Program Description

Topics covered include:
  • Principles of Telephone Communication.
  • Telephone Screening Framework.
  • Customer Service Skills.
  • Scope of Practice Issues.
  • Legal issues.

6 hours workshop, including reflection, scenarios, exercises and opportunities for facilitated discussion and development of strategies for implementation in the workplace.

Duration: 8 Hours