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Emergency department telephone advice

D M Fatovich1, I G Jacobs, J P McCance

  • 1Swan District Hospital, Middle Swan, Perth, WA. daniel.fatovich@health.wa.gov.au

The Medical Journal of Australia
|September 12, 1998
PubMed
Summary

Emergency department telephone advice is highly valued by the community, with high compliance rates for medical guidance. This service is frequently used for paediatric and spontaneous illnesses, especially during after-hours periods.

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Area of Science:

  • Emergency Medicine
  • Healthcare Services Research
  • Patient Communication

Background:

  • Telephone advice is a common service provided by emergency departments.
  • Understanding the utilization and effectiveness of this service is crucial for resource allocation and quality improvement.

Purpose of the Study:

  • To evaluate the telephone advice service provided by an emergency department.
  • Assess the appropriateness, compliance, and satisfaction related to this service.

Main Methods:

  • Prospective, observational study conducted in a community-based emergency department.
  • Collected data on 1682 calls over four months, including call details and patient demographics.
  • Follow-up calls assessed advice appropriateness, compliance, and caller satisfaction.

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Main Results:

  • High volume of calls (33 per 100 attendances), predominantly for paediatric and spontaneous illnesses.
  • Advice deemed inappropriate in only 1.4% of calls, with a 6.9% non-compliance rate.
  • 99% of callers affirmed the need for the service, indicating high satisfaction.

Conclusions:

  • Telephone advice from emergency departments is a highly valued and effective community service.
  • The service is predominantly used for after-hours paediatric care for spontaneous illnesses.
  • Experienced staff contribute to better advice quality.