Implementing High Quality Telephone Care in Pediatric Practice.pptVIP

Implementing High Quality Telephone Care in Pediatric Practice Randall Sterkel MD Medical Director Call Center St. Louis Children’s Hospital Implementing High Quality Telephone Care in Pediatric Practice:Telephone Care is Common 2,000-3,000 calls/yr/MD 10-15 clinical calls/day/MD 20% in-office care 80% after-hours care 27% of decisions to see a subspecialist made over the phone Significant chronic care disease management done over the phone Implementing High Quality Telephone Care in Pediatric Practice :Telephone Care is Increasing Easy Convenient Safe Dual-working families Doctors pushed to see more patients Cost-efficient Implementing High Quality Telephone Care in Pediatric Practice :Telephone Care is Safe Goal of study to assess: (1) frequency of death or potential under-referral associated with hospitalization within 24 hours after a call, and (2) factors associated with potential under-referral. Results: No deaths occurred within 1 week after the after-hours calls. Rate of potential under-referral with subsequent hospitalization was 0.2%, or 1 case per 599 triaged calls Source: Pediatrics. 118(2):457-63, 2006 Implementing High Quality Telephone Care in Pediatric Practice :Telephone Care is Cost-Effective The provision of after-hours telephone care results in an average savings for payers of $56 per call Pediatrics 2007; 119: e305-e313 Implementing High Quality Telephone Care in Pediatric Practice:Quality Improvement in Telephone Care Quality of Care The degree to which health care services for individuals and populations increase the likelihood of desired outcomes and are consistent with current professional knowledge. IOM 1990 Implementing High Quality Telephone Care in Pediatric Practice:Quality Improvement in Telephone Care Quality Improvement A key component of quality improvement science is addressing unwarranted variation in care and outcomes which are often due to inconsistent adherence by health care providers to evidence-ba