At 17:24 15/06/98 -0400, you wrote:
>I would be interested to know exactly how this is worked?
>1 do all phone calls go to the practice nurse?
All calls for emergency/urgent appointments.
>2 what is she doing when not on the phone?
Painting her nails, drinking coffee, reading "Hello" magazine ;-)
Seriously the Triage time is limited and the calls come thick & fast :-)
>3 what if a patient insists on speaking/seeing a Dr?
They get to speak/see the Dr who "educates" them on the Triage system and
how to access the surgery services appropriately. We have had very few
patients who have insisted on seeing/speaking to the Dr and no complaints
so far (since march 98)
>4 have you audited the system?
Yes on number of calls, treatment of patient and appropriateness of
Triage.( Initial results show 54% reduction in GP urgent appointments plus
100% appropriateness of Triage) After every Triage session the nurse and
duty GP go through all the calls and assess the appropriateness. This can
be a mutual learning experience. :-)
We are hoping to either write or use comment cards to evaluate patient
response to Triage.
>with thanks for any replys
>
>marion welch
>glenrothes the town with the most roundabouts in the world.
>
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