QI 102 Implementing a Telephone Triage System in Integrated Sexual Health Service (ISHS)

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.