Abstract
Category:
Communicating with Patients in Modern Cancer Care
Background:
The Acute Oncology Haematology Unit is an 8 bedded assessment unit for patients who have a cancer diagnosis or haematological condition and present as an emergency or unplanned admission with a complication of their disease or treatment. Patients contacting the Oncology Helpline, are triaged by a Registered Nurse using the UKONS Triage Tool and may be invited for assessment. To ensure timely treatment and prompt intervention a call response time within 20 minutes is vital.
The Oncology Helpline receives an average of 1050 calls each month, these calls vary in their complexity and the volume of calls is unpredictable. Of these 4.9% are classified as administration queries.
Methodology:
Data collection and analysis by qualitative and quantitative means was undertaken by recording key performance indicators such as, time of call, response time, nature of call, outcome and looking at patient and staff feedback. This data, once analysed highlighted that 27.3% of helpline calls were not being responded to within the 20 minute timeframe which has the potential to present a risk to patients. To mitigate this a standard operating procedure was completed and a Helpline Administrative Assistant (HAA) was assigned.
Results:
With the support of the nursing staff the HAA:
- Filters calls
- Contacts patients providing reassurance
- Sorts out administration queries
- Liaises with the relevant clinical areas
- Collects and collates live data
Patients now feel valued and safe, stress is reduced and the helpline nurse feels supported in her decision making.
Most importantly it frees the nurse up to ensure that patients are listened to, responded to and treated in the right place at the right time.
Recent data demonstrates that 97.7% of calls are now responded to within 20 minutes and we are working towards getting full compliance 100%.
Communicating with Patients in Modern Cancer Care
Background:
The Acute Oncology Haematology Unit is an 8 bedded assessment unit for patients who have a cancer diagnosis or haematological condition and present as an emergency or unplanned admission with a complication of their disease or treatment. Patients contacting the Oncology Helpline, are triaged by a Registered Nurse using the UKONS Triage Tool and may be invited for assessment. To ensure timely treatment and prompt intervention a call response time within 20 minutes is vital.
The Oncology Helpline receives an average of 1050 calls each month, these calls vary in their complexity and the volume of calls is unpredictable. Of these 4.9% are classified as administration queries.
Methodology:
Data collection and analysis by qualitative and quantitative means was undertaken by recording key performance indicators such as, time of call, response time, nature of call, outcome and looking at patient and staff feedback. This data, once analysed highlighted that 27.3% of helpline calls were not being responded to within the 20 minute timeframe which has the potential to present a risk to patients. To mitigate this a standard operating procedure was completed and a Helpline Administrative Assistant (HAA) was assigned.
Results:
With the support of the nursing staff the HAA:
- Filters calls
- Contacts patients providing reassurance
- Sorts out administration queries
- Liaises with the relevant clinical areas
- Collects and collates live data
Patients now feel valued and safe, stress is reduced and the helpline nurse feels supported in her decision making.
Most importantly it frees the nurse up to ensure that patients are listened to, responded to and treated in the right place at the right time.
Recent data demonstrates that 97.7% of calls are now responded to within 20 minutes and we are working towards getting full compliance 100%.
| Original language | English |
|---|---|
| Publication status | Published - 11 Nov 2022 |
| Event | United Kingdom Oncology Society Conference 2022 - Belfast, United Kingdom Duration: 11 Nov 2022 → 12 Nov 2022 |
Conference
| Conference | United Kingdom Oncology Society Conference 2022 |
|---|---|
| Abbreviated title | UKONS 2022 |
| Country/Territory | United Kingdom |
| City | Belfast |
| Period | 11/11/2022 → 12/11/2022 |
