The Introduction of a Daily Telephone Advice Service: How is it Used and is it Worth the Effort?

Abstract

Improving access to medical advice by telephone may reduce unnecessary consultations, limit interruptions through the day and provide a more flexible service to meet patient needs. We advertised and introduced a daily advice line for patients and found that it was used appropriately and to mutual benefit.

How Safe Is Triage by an After-Hours Telephone Call Center?

“…1,[10][11][12][13][14][15][16][17][18][19][20] The emergence of call centers has been driven by multiple factors, including the desire of health care systems to manage care more cost-effectively, 21,22 the growth of managedcare systems, 21 changes in physician lifestyle and physician burnout with respect to after-hours call, 21-23 research demonstrating nurses' competence in performing telephone triage, 7,21 and the desire to increase the consistency of triage decisions and to improve the documentation of after-hours care, for medicolegal reasons. [21][22][23] This profound change in health care delivery has prompted relatively little evaluation to date, especially regarding the safety of after-hours triage by call centers.…”

Activity analysis of telemedicine in the UK

“…These include improvement in gaining access to various services and expertise, enhanced assessment and discharge, reduction of the waiting list, and a significant gain in productivity. 12 Staff can benefit by improved decision making, teaching, and research. Patients can directly benefit from reductions in the amount and cost of their time and travel.…”