Telephone Advice and Guidance – Performance Benchmarks 2016

Published: 26th October 2016

consultant-connect-faviconSince our first project launched in NE Essex in June 2015, Consultant Connect has grown quickly. Our Advice & Guidance platform is now operating in 24 CCG areas and covers more than 8 million patients, with more areas coming online in the next few weeks.

During this time we have gathered call outcome data from thousands of calls to different elective specialties. We believe that the benchmarking analysis that we publish today is the first of its kind in the UK. The data shows the overall effectiveness of telephone Advice & Guidance and then the same analysis broken out into 8 of our most popular specialties: haematology, paediatrics, gastroenterology, cardiology, diabetes & endocrinology, gynaecology, urology and care of the elderly.

The most startling number is this – of all calls made to elective specialties on the Consultant Connect platform between June 2015 and August 2016, 68% avoided an unnecessary trip to hospital. This is a big number and we haven’t seen other approaches (eg. email, text messaging) come close to this level. So why is this?

We think it’s because telephone Advice & Guidance is the gold standard. No other way of communicating is as effective as a simple telephone conversation between clinicians at the moment the advice is needed. The data, together with user feedback, supports this assertion: clinicians really do appreciate being able to talk to one another.

The 2016 benchmarking analysis is set out below. If you want a PDF of the document you can download it by clicking on this link: consultant-connect-telephone-advice-guidance-performance-benchmarks-2016.

All NHS organisations are permitted to use the data and this presentation for internal purposes provided the source is identified as “Consultant Connect Limited 2016”.

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If you would like to discuss the above analysis or would like to understand how you could roll out a telephone Advice & Guidance service in your area, please contact us on info@www.consultantconnect.org.uk or call us on 01865 261467.

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