Loading...
QI 102 Implementing a Telephone Triage System in Integrated Sexual Health Service (ISHS)
Kyne, Matilda Supported by the Quality Improvement Team, Coventry and Warwickshire Partnership Trust
Kyne, Matilda
Supported by the Quality Improvement Team, Coventry and Warwickshire Partnership Trust
Citations
Altmetric:
Affiliation
Coventry and Warwickshire Partnership NHS Trust
Other Contributors
Publication date
2024
Subject
Collections
Files
Research Projects
Organizational Units
Journal Issue
Abstract
Aim: To reduce in-clinic waiting times for patients attending the open access clinic by 50% by 31st January 2020.
Prior to the Covid-19 pandemic a face-to-face triage system was in place. Being a walk-in service, patients were required to queue before entering the department. If clinic capacity was reached, they would have to be turned away. There were frequently long in-clinic wait times (on an average 73 minutes) before first contact with the clinician could occur.
In response to the pandemic, a telephone triage system was implemented. The aim of this was to reduce the in-clinic waiting time and provide a safe and effective system during the pandemic.
Tools Used:
Driver Diagram - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-driver-diagrams.pdf;
PDSA Cycle - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-pdsa-cycles-model-for-improvement.pdf.
Project Impact: 70% of patients said that they had to wait for less time than the previous attendance.
•83% of patients felt comfortable sharing information over the telephone.
•100% of patients were satisfied with the outcome of the triage.
•87% of patients were satisfied with the service offered.
•Overall staff preferred the new telephone triage system. The waiting room is quieter and there is less pressure on the reception team.
Citation
Kyne, Matilda. QI 102 Implementing a Telephone Triage System in Integrated Sexual Health Service (ISHS). Coventry and Warwickshire Partnership NHS Trust, 2024.
Type
Internal Poster