Key Takeaways:
- HIQA is assessing the potential of introducing a new national telephone line to address acute, non-urgent medical care needs, aiming to reduce the burden on emergency services and improve healthcare delivery.
- The HTA will evaluate the budgetary impact and organizational implications of this alternative phone service. The findings will be submitted to inform decisions by the Minister for Health and the HSE.
- Individuals often use emergency services for non-urgent issues due to limited access to primary care options, contributing to increased pressure on emergency departments and ambulance services.
- The proposed telephone service would allow callers to speak with trained operators who can triage their condition and provide self-care advice or direct them to appropriate healthcare services.
The Health Information and Quality Authority (HIQA) has announced its intention to explore the feasibility and potential benefits of establishing an alternative telephone line dedicated to addressing acute, non-urgent medical care needs. This initiative is being undertaken in response to a request from the Health Service Executive (HSE) and aims to alleviate the strain on Ireland’s emergency services by offering an alternative to the existing 112/999 emergency phone line.
HIQA has published the terms of reference for a health technology assessment (HTA) that will evaluate the impact and organizational implications of introducing this alternative phone service. The assessment will focus on the budgetary considerations as well as the potential benefits for both the healthcare system and service users. The findings from this HTA will be submitted to the Minister for Health and the HSE as part of a broader effort to inform decision-making processes regarding the implementation of this new service.
Current Challenges in Accessing Non-Urgent Medical Care
In Ireland, individuals with acute, non-urgent medical needs currently have several options for accessing care. These include visiting a general practitioner (GP) during office hours, utilizing GP out-of-hours services, attending a local injury unit, or seeking help from an emergency department. However, when these primary care services are not readily accessible, individuals often resort to hospital emergency departments or call the 112/999 emergency ambulance service, even for non-urgent issues. This behavior has contributed to increased pressure on emergency services and prolonged waiting times in emergency departments.
Moreover, some individuals who require care in an emergency department may avoid seeking help due to concerns that their condition does not warrant such a level of care or due to anticipated long waiting times. The proposed national telephone service is intended to address these challenges by ensuring that individuals receive timely care in the most appropriate setting.
The Role of Telephone Triage Services
Dr. Conor Teljeur, HIQA’s Chief Scientist, emphasized the complexity of distinguishing between acute, non-urgent care needs and urgent conditions, as symptoms can often overlap, making it challenging for individuals to assess the level of urgency. Telephone triage services, which have been implemented in various countries including the UK, Denmark, Sweden, Australia, and Canada, offer a potential solution by allowing callers to speak with trained operators who can assess their condition and provide appropriate guidance.
Dr. Teljeur noted that in many cases, alternatives to hospital emergency departments and emergency ambulances exist that could provide suitable care. An alternative telephone service would facilitate access to these alternatives by enabling callers to receive self-care advice or be directed to the appropriate healthcare services based on a triage conducted by the operator. This could reduce the burden on emergency services and improve the overall efficiency of the healthcare system.
HIQA’s assessment of this alternative telephone line is ongoing, and the full HTA report will be published in due course. This report will provide a comprehensive analysis of the potential benefits and challenges associated with implementing such a service in Ireland, offering valuable insights for policymakers and healthcare providers.
Resource: Health Information and Quality Authority, August 29, 2024
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