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Structured Referral Call Handling Process Improves Neonatal Transport Dispatch Times.

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Implementing a new call handling process significantly reduced neonatal transport times. This expedited decision-making and team mobilization, improving overall efficiency for critical infant transfers.

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Area of Science:

  • Neonatal transport logistics
  • Healthcare process improvement
  • Emergency medical services

Background:

  • The Southern Alberta Neonatal Transport Service aimed to improve response times.
  • Previous transport call handling processes lacked efficiency in mobilizing teams.

Purpose of the Study:

  • To evaluate the impact of a new transport call handling process on neonatal transport decision-to-dispatch and mobilization times.
  • To compare pre- and post-intervention metrics for neonatal transport efficiency.

Main Methods:

  • Retrospective cohort study analyzing neonatal transport data from 2017-2021.
  • Defined "dispatch time" (DT) and "mobilization time" (MT) from consultation start.
  • Intervention involved a DT target of <3 minutes and introduction of SBAR communication tool.

Main Results:

  • Median dispatch time decreased from 5 to 3 minutes (p < 0.001).
  • Achieved DT target goals increased from 26.24% to 67.08% (p < 0.001).
  • Achieved MT target goals for urgent/emergent transfers rose from 18.05% to 42.71% (p < 0.001).

Conclusions:

  • A time-sensitive referral call handling process effectively reduced neonatal transport dispatch and mobilization times.
  • The implemented process enhanced the efficiency of neonatal transport decision-making.
  • Structured communication tools and dedicated resources are key to improving transport efficiency.