421 Nurse-Led Telephone Referral to Paediatric Emergency and Assessment Units

Abstract

Background: An increasing number of acute referrals have led to unsatisfactory working conditions and a degradation of the service to the families attending paediatric emergency and assessment units. The usual way of refering for the general practitioner (GP) was by telephone to the resident assistant. This study investigated if a nurse-led telephone referral system would optimize conditions for patients and staff.

Aim:

• • To create optimal continuity of care

• • Optimise service to Gps' and other collaborators

• • Improve quality of care to the families

• • To improve working conditions in the PEAU

Method: The project period was from October to December 2009. A team of paediatric nurses were in charge of the referral system with backup from the attending physician. Prior to the project the nurses were introduced to a guideline which included a model to ensure efficient and accurate reception and transmission of information - the ISBAR model. The project was evaluated using an electronic questionnaire and focus group interviews.

Findings: Nurse-led telephone referral helped to create:

• • Optimal continuity of care as the nurses in charge of referral had a better overview

• • Improved working procedures as information about the children were already documented prior to arrival to the PEAU

• • Better working environment as staff was able to examine the children and talk to the families without interruptions

• • Improved quality of the referral system accoridng to the GPs

Conclusion: A nurse-led referral system to a PEAU has proven succesfull and staff reported improved working conditions.

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