Telephone triage is a critical part of modern patient care in both humans and horses. A British study explored how suspected colic cases called into a veterinarian’s office were handled; from there the research team created resources to support decision making.
Drs. Katie Lightfoot, John Burford, Gary England, Mark Bowen and Sarah Freeman created an online survey targeting veterinary practices that took calls from horse owners outside of normal work hours. The team used 116 responses in their analysis: half were from veterinary surgeons, a quarter of responders were members of client care teams, 18 percent were management staff and 4 percent were veterinary nurses.
Of the group, management and client care staff felt less confident offering advice to owners and recognizing critical colic indicators, though they were the ones most likely to answer after-hours emergency colic calls. People in these roles often would not offer advice to horse owners who called the clinic, stating that it was not their role to provide suggestions. Often, information that could affect the speediness of treatment were not asked, like those dealing with equine insurance or transportation to a clinic.
The research team then created evidence-based materials that provide current information about colic and support decision-making made by those taking the calls. The materials included a form for recording information from clients and a flow chat for decision making.
Client care teams were then recruited to employ the new resources and provide feedback. The four teams used worked for East Midlands veterinary practices; they were interviewed before they used the resources and six months after their implementation. All teams reported that the information and resources were helpful, and that they had increased confidence in recognizing critical colic cases and offering owners advice.
The success of the standardization of call response led the researchers to suggest that more should be done to ensure veterinary team members were supported for after-hours emergency calls, including by implementing formal training and standardized protocols. They also acknowledged that some barriers to implementation would include the use of computerized booking systems, practice protocol and owner familiarity may be barriers to implementation.
The resources are available for free through the British Equine Veterinary Association website; they can be used in their current form or adapted to suit other requirements.
Read the full study here.
Read more at HorseTalk.
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