News
Emergency Department and GPs Agree on Care
A Memorandum of Understanding signed this week will help ensure South Canterbury patients receive the best possible care in years to come, both from GPs and Timaru hospital.
A “Memorandum of Understanding on Primary Care After-Hours Services and Primary Care Access” has been signed by the South Canterbury District Health Board (Timaru Hospital), Aoraki Primary Health Organisation and General Practitioners in Timaru.
DHB Chief Executive Chris Fleming says the agreement signals a new approach to how health services will work together in partnership to care for people in South Canterbury.
“We have been working with GPs to tackle the issues around access to services, including the appropriate use of the Emergency Department, the importance of patients maintaining a direct relationship with their GP, and how to manage overnight GP care in partnership with the hospital.”
From now on, the hospital and GPs will work together more closely to meet the needs of patients in the most appropriate setting for the patients health needs.
If a patient presents to the Emergency Department with a health problem that is not an emergency, staff will ask them to see their GP or the duty GP.
“The Emergency Department is for emergencies. People who use the Emergency Department as a GP service are depriving others of access to timely emergency care,” Mr Fleming says.
Also in the Memorandum of Understanding is a 24 hour telephone service staffed by registered nurses to help people connect with their own GP, or the Duty GP. This will help people make the right decision on where to go for treatment before they leave home. Local GPs can divert their phones to this service after hours.
“If we all work together, everyone will benefit because emergency patients will not have to wait as long for treatment, people with non-urgent health problems will receive the best, coordinated care from their GP, and health resources will be used wisely and not wasted,” Mr Fleming says.
Questions and Answers
1. How will this affect the general public?
For most people there will no change. The majority of patients are already using their GP and the Emergency Department responsibly.
For those people who have been using the Emergency Department for minor health problems instead of visiting a GP, there will be change because they will be re-directed to the appropriate service.
2. Why are things changing?
South Canterbury people are more likely to use the hospital Emergency Department for minor health problems than people anywhere else in New Zealand. The number of patients using ED is unsustainable and, if this continues, other services will need to be cut to pay for it.
3. When will patients start being re-directed from the Emergency Department to their GP?
ED staff started re-directing patients on Monday.
4. What response has there been so far?
On Monday there were 60 attendances at the Emergency Department. Seven of those patients were asked to visit their GP because they did not need emergency treatment. Most showed a level of understanding and were happy to contact their GP on the phone in the foyer.
5. Who has the final say on whether someone is re-directed from the Emergency Department to their GP?
Emergency Department doctors and nurses will make this decision based on best clinical practice.
6. What if the patient does not agree with their decision?
Timaru Hospital has a formal complaints process and this is available to patients and their families.
We are expecting to receive complaints in the initial run-in period. Things will settle down as the public get used to a new way of accessing services. We acknowledge that for some people it will require a shift in thinking and some forward planning.
7. Do some people visit ED more often than others?
Yes. Patients who visit often will be followed up to see what support they need to stay healthy and out of hospital.
8. When is the Duty GP Line starting and who can use it?
The Duty GP Line became operational this week. It is a free service for anyone in South Canterbury.
9. Who will people phone when?
The message is –
If you need medical help at any time - day or night - and it is not an emergency, phone your GP or practice nurse at the usual number. If you are phoning after hours your GP will have the phone diverted to an appropriate person who can help you.
If you need medical help and it is an emergency, dial 111.
If you don’t have a GP or are a visitor to town, phone the Duty GP on 03 684-8209. A registered nurse will assess you and tell you where to go for treatment.
10. What if people are not enrolled with a GP?
If you don’t have a GP you need to enroll with one before you get sick. Contact your local practice or Aoraki Primary Health Organisation on phone 03 687-2031 (during business hours).
11. What if patients want to see their GP immediately and there is not an appointment available?
Non-urgent conditions can wait for a GP appointment. They don’t need to be treated immediately. If patients have concerns about the wait, they can talk to their GP or practice nurse for advice.
12. What if a patient needs an X-ray or a blood test?
They don’t need to come to the Emergency Department for these things. A GP can arrange an X-ray or blood test.
For more information contact:
Arlene Goss
Communications Advisor
South Canterbury District Health Board
Private Bag 911, Timaru
Ph: 03 684 1395
Fax: 03 688 0238
Mobile: 027 276 4259
A “Memorandum of Understanding on Primary Care After-Hours Services and Primary Care Access” has been signed by the South Canterbury District Health Board (Timaru Hospital), Aoraki Primary Health Organisation and General Practitioners in Timaru.
DHB Chief Executive Chris Fleming says the agreement signals a new approach to how health services will work together in partnership to care for people in South Canterbury.
“We have been working with GPs to tackle the issues around access to services, including the appropriate use of the Emergency Department, the importance of patients maintaining a direct relationship with their GP, and how to manage overnight GP care in partnership with the hospital.”
From now on, the hospital and GPs will work together more closely to meet the needs of patients in the most appropriate setting for the patients health needs.
If a patient presents to the Emergency Department with a health problem that is not an emergency, staff will ask them to see their GP or the duty GP.
“The Emergency Department is for emergencies. People who use the Emergency Department as a GP service are depriving others of access to timely emergency care,” Mr Fleming says.
Also in the Memorandum of Understanding is a 24 hour telephone service staffed by registered nurses to help people connect with their own GP, or the Duty GP. This will help people make the right decision on where to go for treatment before they leave home. Local GPs can divert their phones to this service after hours.
“If we all work together, everyone will benefit because emergency patients will not have to wait as long for treatment, people with non-urgent health problems will receive the best, coordinated care from their GP, and health resources will be used wisely and not wasted,” Mr Fleming says.
Questions and Answers
1. How will this affect the general public?
For most people there will no change. The majority of patients are already using their GP and the Emergency Department responsibly.
For those people who have been using the Emergency Department for minor health problems instead of visiting a GP, there will be change because they will be re-directed to the appropriate service.
2. Why are things changing?
South Canterbury people are more likely to use the hospital Emergency Department for minor health problems than people anywhere else in New Zealand. The number of patients using ED is unsustainable and, if this continues, other services will need to be cut to pay for it.
3. When will patients start being re-directed from the Emergency Department to their GP?
ED staff started re-directing patients on Monday.
4. What response has there been so far?
On Monday there were 60 attendances at the Emergency Department. Seven of those patients were asked to visit their GP because they did not need emergency treatment. Most showed a level of understanding and were happy to contact their GP on the phone in the foyer.
5. Who has the final say on whether someone is re-directed from the Emergency Department to their GP?
Emergency Department doctors and nurses will make this decision based on best clinical practice.
6. What if the patient does not agree with their decision?
Timaru Hospital has a formal complaints process and this is available to patients and their families.
We are expecting to receive complaints in the initial run-in period. Things will settle down as the public get used to a new way of accessing services. We acknowledge that for some people it will require a shift in thinking and some forward planning.
7. Do some people visit ED more often than others?
Yes. Patients who visit often will be followed up to see what support they need to stay healthy and out of hospital.
8. When is the Duty GP Line starting and who can use it?
The Duty GP Line became operational this week. It is a free service for anyone in South Canterbury.
9. Who will people phone when?
The message is –
If you need medical help at any time - day or night - and it is not an emergency, phone your GP or practice nurse at the usual number. If you are phoning after hours your GP will have the phone diverted to an appropriate person who can help you.
If you need medical help and it is an emergency, dial 111.
If you don’t have a GP or are a visitor to town, phone the Duty GP on 03 684-8209. A registered nurse will assess you and tell you where to go for treatment.
10. What if people are not enrolled with a GP?
If you don’t have a GP you need to enroll with one before you get sick. Contact your local practice or Aoraki Primary Health Organisation on phone 03 687-2031 (during business hours).
11. What if patients want to see their GP immediately and there is not an appointment available?
Non-urgent conditions can wait for a GP appointment. They don’t need to be treated immediately. If patients have concerns about the wait, they can talk to their GP or practice nurse for advice.
12. What if a patient needs an X-ray or a blood test?
They don’t need to come to the Emergency Department for these things. A GP can arrange an X-ray or blood test.
For more information contact:
Arlene Goss
Communications Advisor
South Canterbury District Health Board
Private Bag 911, Timaru
Ph: 03 684 1395
Fax: 03 688 0238
Mobile: 027 276 4259