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Implementing a nurse-led telephone advice system in ophthalmology.
1Moorfields Eye Hospital, London, UK.
Insight (American Society of Ophthalmic Registered Nurses)
|March 23, 2002
Summary
A new telephone advice line was established at a UK eye hospital to provide triage and information for eye conditions. This service, "Moorfields Direct," launched in 1999, enhances patient care and supports health providers.
Area of Science:
- Ophthalmology
- Healthcare Management
- Telemedicine
Background:
- A major UK specialist eye hospital identified a need for improved patient support and information dissemination.
- Existing communication channels were insufficient for addressing the volume of patient inquiries regarding eye conditions.
Purpose of the Study:
- To assess the feasibility and potential benefits of implementing a dedicated telephone advice line for ophthalmic patients.
- To enhance patient care, support carers, and assist health providers through accessible expert advice.
Main Methods:
- Conducted background research to determine the requirements for a telephone advice service.
- Developed and implemented a computer-based telephone assessment system with established guidelines.
- Utilized registered nurses with ophthalmic qualifications for telephone triage and advice.
Main Results:
- Successfully implemented a computer-based telephone assessment system.
- Launched "Moorfields Direct," a dedicated telephone advice line, in February 1999.
- Established a service capable of providing telephone triage, information, and advice on eye problems.
Conclusions:
- The telephone advice line is a valuable service that enhances the care of patients with eye problems.
- The "Moorfields Direct" service effectively supports patients, their carers, and healthcare providers.
- The implemented system demonstrates the potential of telemedicine in specialist eye care.