TELEPHONE ADVICE IN THE ACCIDENT AND EMERGENCY DEPARTMENT - A SURVEY OF CURRENT PRACTICE

The objective of this study was to assess the standard of advice given by telephone by accident and emergency (A&E) departments following pa tients' enquiries. In order to do this patient enquiries were simulate d and a telephone questionnaire was carried out. The study was carried out in 18 major and 16 minor A&E departments in Wales. Results achiev ed were that overall, correct telephone advice was given to 72 of 97 s imulated patients (74%). Sixty calls were dealt with by the nursing st aff (62%) who gave correct advice on 41 (68/o) occasions. No A&E depar tment had a formal policy nor provided staff training for handling pat ients' enquiries by telephone. It is concluded that A&E departments sh ould train designated members of staff, preferably the triage nurse, w ho would formally deal with telephone enquiries requiring medical advi ce. There should be formal documentation of the enquiry and advice pro ffered as part of a departmental policy.