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    Delivering enhanced safety, productivity and experience: early results from a frequent caller management system

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    Author
    Smith, Daniel P.
    McNally, Angela
    Keyword
    Emergency Medical Services
    Patient Experience
    Patient Safety
    Patient Satisfaction
    Telephone
    Journal title
    Journal of Paramedic Practice
    
    Metadata
    Show full item record
    URI
    http://hdl.handle.net/20.500.12417/511
    DOI
    10.12968/jpar.2014.6.12.634
    Abstract
    Abstract published with permission. Inappropriate frequent use of services can be a challenge for private and public sector organisations throughout the world.Whether related to satisfaction and experience, difficulties accessing alternative and more appropriate services, or unrealistic expectations, organisations must develop innovative ways of ensuring the challenge is effectively managed. If successful, organisations could enjoy increased productivity and user satisfaction. Services provided by the NHS must provide timely health care to those in need, but ignoring the challenge of inappropriate use leads to inefficiencies, poor patient experience and clinically unsafe environments. In response, integrated care systems are being developed across the NHS to develop services that are both appropriate and accessible within local communities. Ambulance services are employing a number of different techniques to tackle the issue of inappropriate or frequent use of 999 to access health care. This article examines the challenges associated with frequent 999 callers, shares the experiences of a pilot project in the North West Ambulance Service, and considers the future strategic development of frequent caller management systems for the NHS.
    ae974a485f413a2113503eed53cd6c53
    10.12968/jpar.2014.6.12.634
    Scopus Count
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    Publications - North West Ambulance Service

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