| |
Centre for Policy on Ageing | |
 | |
|
Ringing the changes
— developing, piloting and evaluating a telephone advice system in accident and emergency and general practice settings | | Author(s) | Robert Crouch, Jeremy Dale, Anita Patel |
| Corporate Author | Department of General Practice and Primary Care, Kings College School of Medicine and Dentistry |
| Publisher | King's College School of Medicine and Dentistry, London, 1996 |
| Pages | 69 pp |
| Source | Department of General Practice and Primary Care, King's College School of Medicine and Dentistry, Bessemer Road, London SE5 9PJ. |
| Keywords | Advisory services [elderly] ; Telephone ; Accident & emergency depts ; Consultation ; General practice ; Pilot ; Evaluation ; Social surveys. |
| Annotation | This report outlines the research and development work carried out since 1992 in establishing a telephone advice system (TAS) for use in Accident and Emergency (A&E) and general practice settings. The content of the nurse telephone consulting skills training programme, and the methods in design, development, piloting and evaluation of TAS software are examined. Obstacles preventing implementation at a number of potential pilot sites included conflicting priorities, staff resistance, and anxiety or opposition to use of computers in everyday practice. In general, the project demonstrated the potential for skills training and decision support to enable the development of improved telephone consultation by nurses in A&E and general practice settings. Successful implementation depends on personal attributes, ability and leadership skills of those involved in implementing it; and sensitivity to the needs, values and beliefs of those who will be involved with or affected by it. |
| Accession Number | CPA-980210214 B |
| Classmark | IT: UJ: LD6: LK6: L5: 4UC: 4C: 3F |
Data © Centre for Policy on Ageing |
|
| ...from the Ageinfo database published by Centre for Policy on Ageing. |
| |
|