Embed Size (px)
DESCRIPTION
Citation preview
Improving Outcomes by Implementing a National Telephone Triage Service
Dawn Orr, Nurse Consultant, Clinical Decision Making
National telephone triage service for patients receiving or recently completed SACT or radiotherapy
Aim of the session…
Share….Background, Context, Future
Describe work carried out so far Describe the next steps Raise the profile and sense check
Background
• Nationally consistent telephone triage service
• Reports/Policy/Publications/ Directives
• Short life working group
On commencement of treatment every patient is issued with an ‘alert card’ based on the template set out within the NPS BPS which advices the patient to call NHS 24 – Cancer Team if the patient has a healthcare concern
Front End: NHS 24 – Cancer Team Model
Patient at home has a healthcare
concern
Patient or carer follows the ‘alert card’ and calls the dedicated number for the NHS 24 –Cancer Team
NHS 24 – Cancer Team answer
NHS24 – Cancer Team – Call Handler asks the NHS24 standard initial questions. If serious health concern advices caller to Dial 999
Green – Advice given Amber – Follow up after 24hrs by NHS 24 – Cancer Team Double Amber or Red – Assessment required within secondary health care setting.
Patient is Triaged using UKONS Tool
Patient is managed according to triaged alert
Call Handler takes the patients details. Call Handler talks the caller through the UKONS Triage tool. Completed tool is electronically auto -shared with the prescribing team.
It is the responsibility of each NHS Board to determine and share with NHS 24 how that assessment will be managed
Call Hander [Band 2 AfC] supervised at all times by Senior Staff [Band 6 AfC] on a maximum 5:1 basis.All Cancer Team staff complete competence based training.All call are monitored and audited.
V 0.2 – 05.03.12
On commencement of treatment every patient is issued with an ‘alert card’ based on the template set out within the NPS BPS which advices the patient to call NHS 24 – Cancer Team if the patient has a healthcare concern
Referral On: Management Within Secondary Care Model
Patient triaged using UKONS
Tool
Double Amber or Red – Assessment required within secondary health care setting
Patient referred to secondary care
by triage service
Each NHS Board has responsibilityto have an identified Receiving Serviceto accept referrals
Patient attends secondary care for assessment
Receiving Serviceassess the patient and develop an initial treatment / management plan
Patients ongoing care is transferred to the Prescribing Team
Initial treatment / management plan
implemented
Patient managed by Prescribing
Team
Initial treatment / management options:• discharge with agreed follow up• admit to general medical ward of attending hospital• admit to cancer centre • admit to ITU
Priority is for at the earliest point all treatment / management transfers from the Receiving Service to the patients Prescribing Team
Receiving Service provided by NHS Board will: • Meet a set of minimum clinical standards that match the NPS BPS(2011), the future CEL (2012) and the UKONS (2012) AO Guidelines • Have capacity to manage multiple referrals Receiving Service model could be:• Acute Oncology Team• Oncology Emergency Assessment Area• Emergency Medical Assessment Team
There is national consistency with allfront door services using the UKONS traige tool:• NHS 24• Primary Care• Emergency Care• Other?
Effectiveness of model will be reviewed:• Audit• Patient Experience • M+M Review
V 0.2 – 05.03.12
Benefits
• Safe reliable triage tool• Dedicated phone number/ cancer• Dedicated Secondary care• Audit trial to support quality and
demand• Robust governance framework• Cost effective• Timely access to Acute Oncology
Service
Next steps
• Preparation of training programme
• PID development• E health input• Sharing electronic records
