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Role of nurses in teleconsultation
1. Role of Nurses in
Teleconsultation for
patients in remote areas
JPNATC experience
Ms Metilda Robin, Dr Deepak Agrawal
Nursing Informatics Specialists Program,
Department of IT,
JPNA Trauma centre, AIIMS, N Delhi
2. BACKGROUND
• Bedridden and wheelchair bound patients
(head & spinal injuries) have to travel long
distances for follow up visits.
• This increases the socio-economic load on
the families.
• Scarcity of specialist doctors in rural areas
• Local doctors unable to attend to simple
queries of these patients
3. BACKGROUND
• Mobile penetration in India exceeds
90%
– The subscriber base in wireless segment increased to 563.73 million in February (TRAI- march 2010)
• Almost every family has access to
mobile
• Pilot study at JPNATC shows that all
patients could give a mobile number
at the time of registration
4. INTRODUCTION
• Although Call-centres are common in
commercial industries like telecom,
the concept has been alien to
hospitals.
• Hospitals usually have reception
desks which manage general
enquiries and appointments.
5. INTRODUCTION
• An integrated call-centre on the
other hand manages extensive
backend administrative chores and
services besides providing a host of
patient related activities on a
common platform.
• JPN Apex Trauma Centre has a
mature EMR system along with
integrated call centre
6. JPNATC-Call centre
• Call Centre agents are able to handle
basic queries and asked the patient
to attend OPD/ see local doctor for
all other queries.
• It was envisaged to have a special
cadre of nurses who would form a
middle layer for these type of queries
7. Aims & Objectives
• To evaluate a pilot system of
teleconsultation using nurses to
handle patient queries.
8. Methodology:
• Prospective study was Conducted
in JPNATC ,AIIMS over 6 months
period (MArch- August 2011).
• JPNATC has a call center which
provides appointment for follow
up patients & also respond to
basic queries of patients.
9. Methodology
• New software introduced in JPNATC
(New Delhi) & call centre (Noida) in
MArch 2011
– Call can be transferred to any phone in
JPNATC
– Nurse has access to agent screen in
JPNATC
– Calling party cannot access nurses
number
10. • New Cadre of Nurses created called
Nurse Informatics specialists
(NIS).
• Posted in ED round the clock
• Job responsibilities include receiving
patient queries (through call
centre), coordinating with doctors In
ED & resolving the queries.
11. Workflow
• Patient phones call centre (011-
40401010)
• Agent answers. In case of medical queries
transfers call to NIS.
• NIS understands query, opens patients
electronic chart and goes through the
patient condition
• Discusses query with concerned doctor in
ED (NS, Ortho, Surgery, Med)
12. Workflow (contd)
• Asks Call centre to patch call with
patient and gives answer to query.
• Types a ‘teleconsult’ note in CPRS
(EMR) detailing the query &
response.
13. Observation
• Study period was of 6 months (March-
Aug2011).
• Total incoming calls received in our call
center were ------.
• Of these 64 cases were diverted to NIS .
14. Observations
• Of the 64 cases received by NIS, 55(86%)
cases were rectified & Solved by the
nurse at their level itself
• 9 (14%) cases were further discussed
with concerned doctors
15. Observations
• 26 (41%) cases were related to
orthopedics
• 20(31%) cases were of neurosurgery dept
• 14(22%) cases were of surgery
• 4(6%) cases of other departments.
16. Observations
Types of queries
• 40 (63%) medication queries
• 6(9%) cases related to symptoms/ signs
• 10 (16%)cases related to appointments
• 8(13%) cases others.
17. Conclusions
• Nurses can play a extremely
important role in follow up queries of
patients
• Our study shows that almost 90% of
all queries can be handled at the
nurse level itself.
18. • Use of Computerised Medical records
has a vital role to enable quick
briefing of case history by the
medical personnel at the time of call.
• This project has the potential to
revolutionize health care delivery in
developing countries like India