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I should say:

 

We recently set up a “call centre” using a function called DEPHO on telepath so now most of the phoning is done via band 2 MLA’s  the DEPHO works on critical and delta checking. So now phoning by expensive (not expensive enough or too expensive depending on who you ask) staff like me is  just ones that don’t quite meet the criteria or need some clinical interaction and hopefully adding value.

 

 

Cheers

Craig

 

 

Craig Webster                                                

Consultant Clinical Scientist

Clinical Lead                                                               

Tel:       +44 (0) 121 4242930                                                                

Email:   [log in to unmask]               

Web:    http://www.uhb.nhs.uk                                      

Biochemistry and Immunology                                                                       

Birmingham Heartlands Hospital                                                                   

Birmingham, B9 5SS                                                    

 

 

 

 

From: Clinical biochemistry discussion list [mailto:[log in to unmask]] On Behalf Of Webster Craig
Sent: 05 October 2018 12:35
To: [log in to unmask]
Subject: Phone calls

 

Has anyone “fixed” phone calls for urgent/unexpected results?

 

Duty biochemist today

 

  1. spent 50 minutes trying to chase a patient transferred to various wards in the hospital and on the record between at least 2 clinical teams – still haven't phoned this result yet, the ward where I think the patient is is constantly engaged.
  2. Phoned GP surgery – conglomerate surgery – hold for 10 mins – patient not actually at this branch of the practice here’s the number of their branch – another 10 mins – finally give the results to someone.

 

In almost every case now, when you phone, its interrupting someone’s work and no one seems particularly happy to hear from you.

 

At least 2 RCA/SUIs I’ve been involved in have tried to indicate that if the lab had phoned results to them, outcomes would have been different. The phone limits that were requested in those cases would have resulted in almost all biochemistry results being phoned.

 

Case 1 illustrates a change in practice that has occurred often the initial requestor is not the person dealing with the patient when the results arrive, particularly when it comes to admissions through ED. The consultant + firm model seems like a broken mechanism for managing responsibility.

 

What do other people do?

 

Cheers

Craig

 

Craig Webster                                                

Consultant Clinical Scientist

Clinical Lead                                                               

Tel:       +44 (0) 121 4242930                                                                

Email:   [log in to unmask]               

Web:    http://www.uhb.nhs.uk                                      

Biochemistry and Immunology                                                                       

Birmingham Heartlands Hospital                                                                   

Birmingham, B9 5SS                                                    

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------ACB discussion List Information-------- This is an open discussion list for the academic and clinical community working in clinical biochemistry. Please note, archived messages are public and can be viewed via the internet. Views expressed are those of the individual who posts and they are solely responsible for all message content. The ACB does not monitor posts. ACB Web Site http://www.acb.org.uk Green Laboratories Work http://www.laboratorymedicine.nhs.uk List Archives http://www.jiscmail.ac.uk/lists/ACB-CLIN-CHEM-GEN.html List Instructions (How to leave etc.) http://www.jiscmail.ac.uk/