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Management referral triaging process pilot study: a 'telephone first' approach.

A O'Reilly1, C McDonnell1

  • 1University Hospital Limerick, Royal College of Physicians Ireland, Faculty of Occupational Medicine RCPI, Setanta House, Setanta Place, Dublin, Ireland.

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|November 28, 2020
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Summary
This summary is machine-generated.

Implementing a telephone-first approach in occupational health improved efficiency and workforce planning. This method, utilizing Telephone Independent Medical Assessment (TIMA), received positive feedback from service users.

Keywords:
Fitness for workQuestionnairemanagementoccupational health servicespatient satisfaction

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Area of Science:

  • Occupational Health
  • Healthcare Management
  • Telemedicine

Background:

  • An Occupational Health Department (OHD) implemented a 'telephone first' strategy to triage management referrals.
  • This approach aimed to convert referrals to Telephone Independent Medical Assessment (TIMA), building on the established use of telephone consultations in the UK's NHS.

Purpose of the Study:

  • To evaluate the effectiveness and efficiency of TIMA in OHD resource utilization.
  • To compare TIMA outcomes with traditional appointment allocation, assess conversion rates, and analyze waiting times.
  • To gauge service user satisfaction and examine user characteristics post-TIMA.

Main Methods:

  • Management referrals were directed to a telephone contact point.
  • Anonymized data were collected from service users who consented to feedback questionnaires.
  • A cross-sectional analysis was performed on the management referral cohort.

Main Results:

  • Out of 261 referrals, 80% (n=208) underwent TIMA, with 64% (n=166) resulting in a report.
  • A 38% response rate (n=70) to feedback questionnaires was achieved.
  • 94% of respondents (n=66) found TIMA acceptable for future management referrals.

Conclusions:

  • The 'telephone first' approach enhanced OHD efficiency and workforce planning.
  • TIMA demonstrated positive service user feedback and acceptance.
  • This strategy offers a viable model for optimizing occupational health service delivery.