National Review of GP Out of Hours Service - Health Service ...

6.1.5 Management Systems:
All nine main cooperatives are using a version of the Adastra system which is a
specialist patient record management, data distribution and clinical recording
system. Caredoc and WestDoc also use Alcatel which is a call taking system
supported by voice recording and a call management system. NowDoc operates
TAS in addition to the Adastra system. None of the extended hours’ cooperatives
operate a call centre.
6.1.6 Call Centres:
Each of the main cooperatives provides their own call centre with the exception of
MiDoc whose call handling service is provided by NeDoc. KDoc changed from a
call/handling/triage
model to an appointment/advice model in 2009. In DubDoc,
the service is provided on
site in St. James’s Hospital for the out of hours’ service.
6.1.7 Telephone Triage:
Telephone triage is undertaken by nurses in seven of the services. In NeDoc, triage
is
undertaken by the GPs. KDoc does not operate a triage service. In the extended
hours’ cooperatives
triage is undertaken by a nurse.
6.1.8 Call volume:
The total number of calls handled in the nine main cooperatives in 2008, amounted
to 915,999. The extended hours’ cooperatives handled 26,001 calls, totalling
942,000 calls nationally for the year. Caredoc handled the most calls (290,735)
which
included triage calls (78,712) for DDoc, while KDoc handled the least
number (41,940).
6.1.9 Protocols and Procedures:
Protocols
and procedures for the operation of the cooperatives have been
submitted by all but two
of the cooperatives and are listed in Appendix 5.
6.1.10 ‘Red‐Eye Shift’:
The majority of the cooperatives commence their ‘red‐eye’ shift at 12 midnight and
finish at 8am Monday to Sunday. However, Caredoc and SouthDoc operate from
11pm to 8am weekdays and 9pm to 9am weekends and bank holidays. In WestDoc
one cell commences the ‘red‐eye’ shift at 10pm every night while another cell
commences at 10pm on weekends. In ShannonDoc the ‘red‐eye’ shift operates
from midnight to 9am at weekends and bank holidays, while in the overnight
centres the locum may commence at 8pm. NowDoc has one centre that operates 12
midnight
to 9am. ‘Red‐eye’ arrangements are not provided by the extended hours’
cooperatives.
6.1.11 Funding for Red‐Eye Shift:
Three ‘red‐eye’ shifts are funded by the HSE, four are funded by GP members and
two are funded jointly by the HSE/GP members.
6.1.12 Medical Cover:
Medical cover is provided by member GPs and locums in seven of the main co‐
operatives,
while medical cover is provided by the members in KDoc/Caredoc and
their
cooperative assistants/associate members.
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