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

Call centre: The call centre is the initial point of contact for a patient requiring
medical attention out of hours’. The centre comprises call taking and assessment
and in most cases referral for triage.
Treatment centres: These are the primary care treatment centres to which a
patient may travel out of hours’ to receive medical attention.
Service Level Agreement: A formal arrangement between the HSE and a provider
for the provision of s ervices to service users under specific terms and conditions.
Telephone Triage: The process that requires the clinician to prioritise a caller’s
presenting symptoms and associated past medical history, according to their
urgency and simultaneously makes a safe, effective and appropriate decision by
telephone to establish if the patient requires to be seen or if evidence based advice
is appropriate. If the patient needs to be seen the clinician determines how
urgently this is required, wh ere the patient needs to be seen and by whom.
Call
Management System: A specialist patient record management, data
distribution and clinical recording system.
Clinical Decision Support System: A structured decision support tool designed
for use in GP out of hours’ services and unscheduled care settings.