NEWS - August 2009
NURSE ADVICE & TELEPHONE TRIAGE SERVICES
Since the mid-1990's, various "decision support" service systems have been established to provide nurse advice and telephone triage services. Several companies remain in operation, despite administrative and economic challenges. One example is Sykes Assistance Services, an Ontario telehealth company which celebrated its 10-year anniversary in May 2009. The basic premise for such services is to help patients make informed decisions and choose appropriate resources to meet their emergent health and medical needs. Article abstracts describing current applications and recent developments appear below.
Canadian Spotlight: Sykes Assistance Services
In mid-May 2009, Sykes Assistance Services reached its tenth year of providing telephone triage. The Direct Health pilot program began May 13, 1999 in North Bay with funding from the Northern Ontario Heritage Fund. Services are still provided today under the name TeleHealth Ontario by five of the 12 original nurses. Sykes Assistance Services now operates five locations, employing approximately 300 registered nurses who handle more than 100,000 calls monthly.
For more information, visit: Sykes Assistance.
National Spotlight: Emergency Services / Influenza / Telehealth
An article published in August 2009 by the Associated Press described the potential scenarios for increased use of emergency room (ER) services this fall by patients who may or may not have influenza. Hotlines and triage systems are being developed to help patients decide whether an ER visit is necessary. The Centers for Disease Control is offering guidelines for hospitals and state agencies. A comprehensive government system is also being considered, following a prototype developed by Emory University and the Georgia state health department.
Another issue is how to minimize spreading the flu in ERs, especially since many patients who came for treatment in Spring 2009 had mild rather than severe cases. Preliminary discussions suggest that the best option is for patients to stay home and in bed if symptoms are manageable.
For more information, visit: AP.
Companies also offer decision support solutions. In an August 2009 press release, StayWell Custom Communications announced its strategic alliance with Self Care Decisions LLC to provide payor and provider organizations with internet and mobile consumer health care applications. Examples include HouseCalls Symptom Checker (a "care advice" tool) and SymptomMD (an iPhone/iTouch "decision support" tool).
For more information, the original press release is available from PR Newswire.
The sixth annual National Pediatric Telehealth Conference will be held this year in Minneapolis, Minnesota. Presentations will focus on emerging legal issues and new trends for health care professionals who provide call center, clinic, triage, or similar services. Topics will address telehealth benefits, efficiencies, litigation, new technologies, utilization, etc.
For more information, visit: EHealthNurse or call 206-789-0909 to register.
State Spotlight: New Mexico & Texas University Health Services
In addition to administering benefits for University of New Mexico employees, Lovelace and Presbyterian provide support and wellness programs. Examples include telephone counseling for smoking cessation, as well as alternative medicine and health product discounts, chronic disease management, nurse advice lines, personal health coaching, and prenatal care. Health screenings are also available, along with an annual health fair.
An August 2009 article published by The American Statesman (Forty Acres of Safety Awareness) describes various services provided by the University of Texas (UT) to its students. From campus safety to contact resources, numerous resources are available to parents, students, and workers on UT's web site. Three key departments can be reached by phone: Dean of Students' Office, UT Police, and University Health Services, which operates a nurse advice line and pharmacy and also provides mental health counseling and women's exams.
For more information, visit: University of New Mexico or University of Texas.
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