Specialized emergency telephone consultation: improving the use of hospital Emergency Department

Coma Salvans E, De La Haba I, Comabella R, Zayas S, Armisen A, Ciurana R, Ceresuela A, Douezi H

Background and objective: Urgent telephone consultation integrated into a hospital’s

patient care routines can be a useful tool in the management of urgent cases. The

objective of this study was to analyze the setting up of a 24-hour call center

(ICO24horas) to attend urgent hematologic and oncologic consultations.

Patients and methods: Prospective, descriptive study including all consultations to

ICO24horas between October 1 and December 31, 2007. Social, demographic, and

clinical variables were recorded; call details were also registered. All calls underwent a

quality and satisfaction audit within 24 to 72 hours.

Results: There were 656 calls concerning 498 patients. The main reasons for

consultation were fever (12%), pain (8%), and doubts about treatment (8%). At the end

of the call, 60% were considered resolved, with no need for the intervention of other

care services. In the survey, all patients stated they felt well attended by the ICO24horas

staff and 79% considered that the problem about which they had rung had been

resolved.

Conclusions: ICO24horas is an effective and efficient tool in the initial response to

urgent oncologic problems, providing access to immediate consultation, avoiding

unnecessary journeys, and contributing to improving the use of hospital emergency

services.

Armisen A, Ceresuela A, Ciurana R, Coma Salvans E, Comabella R, De La Haba I, Douezi H, Zayas S