Telephonic advice to patients and parents by paediatric

Telephonic advice to patients and parents by paediatric Telephonic advice to patients and parents by paediatric oncology nursing staff: oncology nursing staff:

Identifying area’s for improvementIdentifying area’s for improvement

Marjolein Lakerveld, Karin Brouwer,Marjolein Lakerveld, Karin Brouwer,Nelia Langeveld, Netteke Schouten, Nelia Langeveld, Netteke Schouten,

Anja v.d. Tempel en Marianne v.d WeteringAnja v.d. Tempel en Marianne v.d Wetering

Berlin 5 October 2008Berlin 5 October 2008

ContentContent

BackgroundBackground MethodsMethods ResultsResults ConclusionConclusion QuestionsQuestions


BackgroundBackground

Background existing telephonic advice at our Background existing telephonic advice at our departmentdepartment

Federation of European Cancer Society Federation of European Cancer Society FECS projectFECS project

Improvements implicated in the projectImprovements implicated in the project


AimsAims

Standardize telephonic advice to patients Standardize telephonic advice to patients and parents by paediatric oncology nursing and parents by paediatric oncology nursing staff and focus on effective communication staff and focus on effective communication between all people involved.between all people involved.

To develop and implement an accessible To develop and implement an accessible decision making system foon frequently decision making system foon frequently asked questions.asked questions.


AIMS (2)AIMS (2)

To improve uniformity between information nurses To improve uniformity between information nurses give and the information given by the oncologists give and the information given by the oncologists and other doctors involved.and other doctors involved.

To standardize the reporting of the phone calls in To standardize the reporting of the phone calls in a way that it is not only accessible for the nursing a way that it is not only accessible for the nursing staff but for all professionals involved, in order to staff but for all professionals involved, in order to optimize continuous care.optimize continuous care.


AIMS (3)AIMS (3)

To standardize issues that can be answered by To standardize issues that can be answered by nursing staff only without consulting the residents nursing staff only without consulting the residents or consultants, and issues that need to be or consultants, and issues that need to be redirected. redirected.

To implement a training program in the decision To implement a training program in the decision making system for experienced nurses to increase making system for experienced nurses to increase uniformity and for ‘new colleagues ‘starting to work uniformity and for ‘new colleagues ‘starting to work with the nurse telephone line.with the nurse telephone line.


Methods (1)Methods (1)

ProjectgroupProjectgroup

Informing the department about the FECS projectInforming the department about the FECS project

Assessment of frequency of questions asked during the Assessment of frequency of questions asked during the telephonic consult telephonic consult

Open individual interviews with nurses and oncologists Open individual interviews with nurses and oncologists involved in the telephonic consultinvolved in the telephonic consult


Methods (2)Methods (2)

analysis of both the assessment and the analysis of both the assessment and the interviewsinterviews

Identifying needed area’s for improvementIdentifying needed area’s for improvement

Training and implementationTraining and implementation


Results (1)Results (1)

Formed Formed à group with 3 nurses, 2 oncologist and à group with 3 nurses, 2 oncologist and reasearch nursereasearch nurse

Informed department bij educational sessionsInformed department bij educational sessions Making diagrams of the most frequently asked Making diagrams of the most frequently asked

issuesissues Trainingsprogramme developedTrainingsprogramme developed Clear aim was madeClear aim was made


Give adequate supportive care in the home Give adequate supportive care in the home situation in the form of structured and situation in the form of structured and standardized answers to telephonic questions of standardized answers to telephonic questions of parents concerning the medical condition of their parents concerning the medical condition of their child during the treatment of childhood cancerchild during the treatment of childhood cancer




All necessary equipment (a laptop and a second All necessary equipment (a laptop and a second telephone) were accessed.telephone) were accessed.

Communication with the docters and nursing staff Communication with the docters and nursing staff was establishedwas established




flow diagrams for flow diagrams for answering the most answering the most asked questions.asked questions.

Education for nurses.Education for nurses.

It is clear who answers It is clear who answers the question.the question.



Fever

Aplasia< 500 neutrofielen

No Aplasia> 500 neutrofielen


Conclusion (1)Conclusion (1)

The facilities have been optimisedThe facilities have been optimised

Digital standard information is available in which Digital standard information is available in which doctors and nurses can inform each other about doctors and nurses can inform each other about the patient.the patient.

Maybe improve the structure of the digital info Maybe improve the structure of the digital info about the patientsabout the patients


Conclusion (2)Conclusion (2)

Maybe more diagrams about other Maybe more diagrams about other frequently asked issues.frequently asked issues.

Continuity in educationContinuity in education



Documents

Telephonic advice to patients and parents by paediatric