south & east belfast trust call management centre by louise taylor gerrard sloan
TRANSCRIPT
South & East Belfast Trust Call Management Centre
By Louise Taylor
Gerrard Sloan
Role of a Call Management Centre Deals with telephoned referrals from
hospitals & general practices within the S&E Belfast Trust
Transfer patients details onto the computer system (Paris)
Refer the patients to the appropriate professionals
What is Paris?
Electronic Discharge System
Ward discharge from BCH
Communication of discharge information within the community trust
Why?
To replace two old systems For more staff insight and better
management of referrals Approx. 3000 referrals/month
When?
Paris has been established since June 2002
Still being implemented; incomplete for 2-3 years
Who?
12 types of professionals use Paris:
OTs, District Nurses, Incontinence Nurses, Care Management, Etc.
Others considering Paris include:
Speech Therapists, Physiotherapists, Health visitors, Psychiatric Nurses.
Where?
The system is only in operation within S&E Trust
Plans for expansion Communication between centres in other
districts via service manager (Shaftsbury Sq.)
Nature of Information
Sensitive data DP Act important Collated in a way that is easy to input
How information flows:
Hospital Discharge GP Referrals
CMC
Paris system
Occupational Therapists
Care management
District Nurses
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Development
Developed by external body: Infratec CMC had a lot of input Files shifted from Comwise and Soscare Review every 3-4 months Activity field still to be added Funded by PCIS
Forms showing example layouts of new and old systems
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Security
Login/password Limited access Levels of security agreed as each team joins PCs have password protected screensavers Backed up every night Internal mail service
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Management reports
Easy access to team and staff caseloads Can view patient lists Once a month
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Communication within the system Can bypass the
CMC Eg] care
management work with assessments from OT and district nurse directly
•Eg] if referral is sent to wrong district nurse they can pass it on to the right one
Paris
Development Security Management reports Communication within system Advantages in comparison to previous
systems
Advantages to previous
User friendly screens Reliable support and software Helpful icons e.g. inbox, duty desk,
caseload manager Trees of professionals on each case More staff insight, old systems purely for
managers
Conclusion Paris enables S&E to
provide more efficient facilities for its patients
Eases workload for CMC, users and management alike
Database of all current & previous clients at fingertips