The After-Hours nurse telephone triage service commenced in December 2003. It is a joint project between the Kyneton District Health Service and the Central Highlands General Practice Network. It is conducted from the Kyneton District Health Service. The service is managed by a steering committee, with representatives from KDHS, CHGPN and local GPs.
A quality assurance committee has been established to ensure that the service continues to operate at a high level. The service provides the infrastructure to engage the population at a local level, consumers living in the smallest of communities have equal access to a quality and consistent service. This is achieved through local knowledge and engagement.
Aims of the service
· Reduce the non-urgent calls to on-call GP's in the after hours period
· Provide information and guidance to callers and facilitate their medical care in the after hours period
All nursing staff working in the Triage role has had the relevant training and nursing experience. Formal training is offered yearly; one-on-one training may be undertaken with an appropriate nursing supervisor and is dependant upon previous experience.
About the service
The Central Highlands After-Hours Medical Service hours are:
- Monday to Saturday 6pm to 8.30am
- Saturday 1pm to Monday 8.30am
- Public holidays from 1pm
At present there is a dedicated triage shift from 6pm to 10pm every day. Statistics show that this is the time of day when most calls are received. At other times the Telephone Triage phone is carried by the duty Nursing Supervisor.
The Service uses protocols which have been adapted from and must be used in conjunction with the 2002 version of Julie Briggs ‘Telephone Triage Protocols for Nurses'. Adaptation has occurred to ensure local appropriateness.
Contact: Lynda Vamvoukis