scholarly journals Rural healthcare provider opinions about implementation of an after-hours rural telephone triage system

2007 ◽  
Author(s):  
shuang chan ◽  
Eric Yong ◽  
Alvin Ting ◽  
Marg Kendrick ◽  
Dawn DeWitt
Keyword(s):  
Healthcare Provider ◽  
Telephone Triage ◽  
Rural Healthcare ◽  
Triage System ◽  
After Hours

scholarly journals An audit of acute oncology services: patient experiences of admission procedures and staff utilisation of a new telephone triage system

2016 ◽  
Vol 24 (12) ◽  
pp. 5041-5048 ◽  
Author(s):  
Lorraine Warrington ◽  
Patricia Holch ◽  
Lucille Kenyon ◽  
Ceri Hector ◽  
Krystina Kozlowska ◽  
...  
Keyword(s):  
Patient Experiences ◽  
Telephone Triage ◽  
Triage System

After-Hours Telephone Coverage: The Application of an Area-Wide Telephone Triage and Advice System for Pediatric Practices

PEDIATRICS ◽  
1993 ◽  
Vol 92 (5) ◽  
pp. 670-679 ◽  
Author(s):  
Steven R. Poole ◽  
Barton D. Schmitt ◽  
Thea Carruth ◽  
Ann Peterson-Smith ◽  
Minnie Slusarski
Keyword(s):  
Home Care ◽  
Patient Care ◽  
Large Scale ◽  
Time Of Day ◽  
Physician Satisfaction ◽  
Telephone Triage ◽  
Total Cost ◽  
Phone Calls ◽  
After Hours ◽  
Telephone Calls

Background. After-hours telephone calls are a stressful and frustrating aspect of pediatric practice. At the request of private practice pediatricians in Denver, a metropolitan area-wide system was created to manage after-hours pediatric telephone calls and after-hours patient care. This system, the After-Hours Program (AHP), uses specially trained pediatric nurses with standardized protocols to provide after-hours telephone triage and advice for the patients of 92 Denver pediatricians, representing 56 practices. Objectives. This report describes the AHP, presents data from 4 years' experience with the program, and describes results of our evaluation of the following aspects of the program: subscribing physician satisfaction, parent satisfaction, the accuracy and appropriateness of telephone triage, and program costs. Methods. After-Hours Program records (including quality assurance data) for all 4 years of operation were retrospectively reviewed, tabulated, and analyzed. The results of two subscribing physician surveys and one parent caller satisfaction survey are presented. A retrospective review of after-hours patient care encounter forms assessed the necessity for after-hours visits triaged by the AHP. An analysis of the total cost of this program to 10 randomly selected subscribing physicians was conducted using current AHP data and a survey of the 10 physicians. Results. In 4 years, 107 938 calls have been successfully managed without an adverse clinical outcome. Minor errors in using protocols occurred in one call out of 1450 after-hours calls. After-hours phone calls necessitated an after-hours patient visit 20% of the time and generated one after-hours hospital admission out of every 88 calls. Just over half of the patients were managed with home care advice only, and 28% were given home care advice after-hours and seen the next day in the primary physician's office. Of all patients directed by the telephone triage nurses to be seen after hours, 78% were determined to have a condition necessitating after-hours care. Data are presented regarding call volumes by time of day, day of week, patient age, and patient's initial complaint. The 6 most common complaints accounted for more than one half of the calls, and 38 complaints accounted for more than 95% of all after-hours calls. Utilization by subscribing physicians is described. Satisfaction among subscribing pediatricians was 100%, and among parents was 96% to 99% on a variety of issues. The total cost to participating Denver pediatricians (which includes revenues "given up" as a result of not seeing patients after hours) ranged from 1% to 12% of their annual net income, depending on a variety of factors. Conclusions. Large-scale after-hours telephone coverage systems can be effective and well-received by patients, parents, and primary physicians. Data presented in this report can assist in planning the training of personnel who provide after-hours telephone advice and triage. Controversies associated with this type of program are discussed. Suggestions are made regarding the direction of future programs and research.

scholarly journals Impact of telephone triage on emergency after hours GP Medicare usage: a time-series analysis

2007 ◽  
Vol 4 (1) ◽  
Author(s):  
David Dunt ◽  
Robert Wilson ◽  
Susan E Day ◽  
Margaret Kelaher ◽  
Lyle Gurrin
Keyword(s):  
Time Series ◽  
Time Series Analysis ◽  
Telephone Triage ◽  
Series Analysis ◽  
After Hours

Testing the safety of after-hours telephone triage: Patient simulations with validated scenarios

2010 ◽  
Vol 13 (1-2) ◽  
pp. 7-16 ◽  
Author(s):  
Michael Montalto ◽  
David R. Dunt ◽  
Susan E. Day ◽  
Margaret A. Kelaher
Keyword(s):  
Telephone Triage ◽  
Patient Simulations ◽  
After Hours

scholarly journals After-hours paediatric telephone triage and advice: the Neuchâtel experience

2005 ◽  
Vol 164 (9) ◽  
pp. 568-572 ◽  
Author(s):  
Sybil Bolli ◽  
Guy Van Melle ◽  
Bernard Laubscher
Keyword(s):  
Telephone Triage ◽  
After Hours

scholarly journals HealthConnect: a trial of an after-hours telephone triage service

2002 ◽  
Vol 25 (2) ◽  
pp. 95 ◽  
Author(s):  
Patrick Bolton ◽  
Sharryn Ganon ◽  
David Aro
Keyword(s):  
Economies Of Scale ◽  
Lessons Learned ◽  
Telephone Triage ◽  
Optimal Service ◽  
After Hours ◽  
Staff Recruitment ◽  
Advice Service ◽  
And Training

This paper describes HealthConnect, an after-hours telephone triage and advice service which operated for 15 months in 2000 and 2001. We describe the service, discuss utilisation and implementation issues, and conclude with a description of the key lessons learned from the trial. The service received over of 12000 calls, of which over half were for information rather than immediately seeking care.Continuing marketing appears to be required in order to ensure ongoing demand for services of this kind. Qualityassurance is essential to ensure that an optimal service is provided, and staff recruitment and training are critical tothis. A national standardised approach to services of this kind is desirable to provide a consistent service to consumers and realise economies of scale.

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