0930 1100 F2 tue LoisScott

Canada’s TeleCare Programs: Single Entry Points for Health Information, Education and Advice: 

Canada’s TeleCare Programs: Single Entry Points for Health Information, Education and Advice e Health 05 Tromsø, Norway Lois Scott

Slide2: 

Helping people make health decisions

Objectives of This Session: 

Objectives of This Session Provide a brief overview of Clinidata and current services Demonstrate Telehealth’s role in supporting Public Health by describing the SARS experience in Ontario, Canada Describe Telehealth’s fit with Primary Care Reform Identify “possibilities” of integrating Telehealth into Health Care System

Clinidata Corporation: 

Clinidata Corporation A pioneer in the delivery of Telehealth services in Canada Services available to >18 million Canadians >1.8 million calls per year with >6 million calls answered since 1997 6 telehealth sites staffed by >350 experienced professional nurses

Clinidata’s Clients: 

Clinidata’s Clients

Slide7: 

Chronic Disease Support

Some Unplanned/Unexpected Roles: 

Some Unplanned/Unexpected Roles Significance of Support for Public Health Family Violence Reporting Integration with Primary Care Health Advocate/Health Information Interpreters

Interface with Public Health: 

Interface with Public Health Meningitis Incidents West Nile Virus Identification of E-coli in Water Supply of a Village SARS

SARS in Ontario: 

SARS in Ontario

Incoming Calls: 

Incoming Calls Seasonal Trend Norwalk Virus SARS

Incoming Calls Per Day(Mar 26: Prov Emergency Declared; May 23: SARS II): 

Incoming Calls Per Day (Mar 26: Prov Emergency Declared; May 23: SARS II)

Telehealth’s Role: 

Telehealth’s Role Answer incoming calls (used Telehealth Ont 1-800 number) Provide general SARS info and Community Resource info Establish Audio Tape Library as 1st contact point Complete initial screening re quarantine; refer those requiring more in-depth assessment to PH Create SARs clinical guideline based on case definition provided by Public Health and install it in automated DSS (symptom and asymptomatic guidelines) Ensure info being provided by telenurses was the most current from PH Brief nurses at the beginning and during (if needed) each shift

Telehealth’s Role: 

Telehealth’s Role Participate in daily briefings with PH & Ministry of Health Communicate regularly with Provincial SARS Operational Centre Provide daily and sometimes every 4 hour reports regarding SARS calls by postal code, gender, nature of call, disposition, etc Provide analysis of SARS calls trending and call patterns Provide assistance with media relations as requested

Why was Telehealth able to respond so quickly and effectively…: 

Why was Telehealth able to respond so quickly and effectively… Previous experience responding to other PH crisis Existing relationship with PH Essential infrastructure already established: Experienced Telenursing staff Sophisticated telephone system; queuing systems Automated Clinical Decision Support Software Ability to add/modify new clinical guidelines within minutes Telenursing stations Virtual Queue shared by 4 telehealth centres in Ontario Educators to disseminate information as briefings prior to shifts, etc.

Some Observations: 

Some Observations Media had major impact on call volumes Nurses worked incredibly long hours/ > productivity Automation is absolutely necessary Integration with other stakeholders is essential Dissemination of information is a challenge Public’s expectations were high, as was their anxiety Web based services would have been very helpful

Telehealth & Primary Heath Care: 

Telehealth & Primary Heath Care Ensure 24/7 access to quality health information and services Provide information re symptom management, non-urgent conditions, medication and treatment issues and chronic disease management which is evidence-based Provide wellness/promotion information via several different channels Facilitate patient education at the “most educable moment” Minimize duplication of efforts/encourages effective team work; maximize use of scarce resources such as nursing staff, costly telemonitoring infrastructure, etc. Supports physicians in under-resourced areas

Thank you!: 

Thank you!