Emergency Department Models of Care 2012 - NSW Health

Case for implementationTo assess the need to implement this model to support your ED, consider the following:■Does your ED experience inefficient patient flow?■ Do patients experience a long length of stay (especially in category 3–5)?■ Are there delays to commencing treatment times (especially in category 3–5)?■■■What is the proportion of did-not-waits in your ED?Is your ED meeting the 4-hour National Emergency Access Target?Are ambulance transfer of care times delayed?An Urgent Care Centre (UCC) Model of Care and Implementation Toolkit have beendeveloped to assist EDs to implement this model. More detail about the UCC andimplementation toolkit can be accessed from ARCHI at www.archi.net.au and ECI atwww.ecinsw.com.au.5.2 Healthdirect Australia advice lineWhat is the model?Why use the model?Healthdirect Australia is a free 24-hour telephone health triage, information and advice servicefor NSW and other states. The service is staffed by Registered Nurses who have access tosophisticated computerised decision support systems which help them address consumerhealth concerns in a safe and consistent way, and provide appropriate advice based on thelatest clinical evidence.The services available through Healthdirect include:■■■■The telephone triage, health advice and information lineThe Pregnancy, Birth & Baby Helpline.HealthInsite, Australia`s Internet gateway to reliable health information onlineThe After-Hours GP Helpline.This telephone advice service enables people to make decisions about their own or theirfamily’s health by providing expert advice and up-to-the-minute information. The service canalso act as a 24-hour referral service, directing people to the most appropriate care option.The aim of the service is to:■■■■■■Improve links between the public and health care services so they can be advised to attendthe most appropriate health services (for example, visiting a GP rather than the hospitalemergency department)Provide easier access to health information and advice without increasing pressure on otherhealth servicesProvide more consistent evidence-based reliable health care advice using a computeriseddecision support system and proven clinical protocolsImprove community health in the long-term because of better access to health promotion,prevention and early interventionAllow after-hours health advice for the community, particularly for minor ailmentsImprove health information and advice for disadvantaged groups, such as Aboriginal andTorres Strait Islander people, people in rural and remote Australia, people with disabilitiesand elderly people.More information about Healthdirect can be found here:http://www.healthdirect.org.au/about-us/about-healthdirect-australiaPAGE 60 NSW HEALTH Models of Emergency Care