NurseFirst: A Nurse Telephone Triage Service in Woodlands
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2022
To reduce the burden of non-emergency cases on EDs and the 995 hotline by providing a nurse-led telephone triage service. NurseFirst successfully empowered patients to seek the most appropriate care, reducing ED congestion and promoting more efficient.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Technology, Access To Care, Value Based Care, Operational Management, Digital Health, Chat Bots
About this Content
Aims
To reduce the burden of non-emergency cases on EDs and the 995 hotline by providing a nurse-led telephone triage service.
Background
The overburdening of EDs with non-emergency cases, often due to public uncertainty about where to seek appropriate care.
Methods
Nurses trained in triage, supported by a decision support system, to direct callers to the appropriate level of care (GPs, UCC, home care).
Results
NurseFirst helped divert non-emergency cases away from the ED, with an increasing proportion of callers being directed to GPs and UCC.
Conclusion
NurseFirst successfully empowered patients to seek the most appropriate care, reducing ED congestion and promoting more efficient healthcare use.
Lessons Learnt
Continuous review of protocols and adaptation to patient needs improved the service’s effectiveness.
Additional Information
Recipient of SHBC 2022 Best Poster Award (Health Services Research)
Keywords
Triage, Non-Emergency Care, ED Overcrowding, Nurse-Led Service, Healthcare Access
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Woodlands Health |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration, Nursing, Medical |
Applicable Specialty or Discipline | Emergency Medicine, Healthcare Administrators |
Project Lead(s) | Nicholas Ng |
Project Member(s) | Jade Kua |
Connect with this contributor!
Dr. Nicholas Ng - Nicholas_ng@whc.sg
Project Attachment
C_342_NTFGH_QM_2023_Optimisation_Of_Outpatient_Pharmacy_Automation_System_Bd_Rowa_Vmax.pdf