Call Prioritisation and Streaming System is a tool that directs non-clinical Call Handlers through a series of questions based on patients presenting symptoms. These questions present in a reductionist logic excluding higher acuity concerns first. The questions are supplemented with a Topic, so the Call Handler can understand what the questions are relating to and also a rationale. The rationale provides more detail as to why we are asking the question and provides further information to the caller if needed to assist in answering questions.
Different services offer different things across the world.
The UK is known for its extensive community, primary and out-of-hospital care pathways; however, CPSS outcomes are aligned to international evidence and guidelines. Below is a table of descriptions of the services offered for the outcomes reached in this Delphi review. You can refer back to this if you have any queries.
| Outcome | Explanation |
| Emergency Medical Services |
999 Ambulance. Patients who require intervention to stabilise life-threatening conditions at home or on conveyance to ED. |
| Emergency Department |
The emergency department assesses and treats people with major trauma, serious injuries and those requiring immediate emergency care. |
| Urgent Primary Care (Timeframe) |
These calls are transferred to the Doctor in the Out of Hours Period. These are urgent calls that require a review that cannot wait until their Doctor's surgery is open. There are 3 times:
| GPQ1 - 1-hour call back |
GPQ2 - 2-hour callback |
GPQ3 - 4-hour call back |
|
| Clinical Assessment Priority (1-3) |
These calls remain within the service and are queued in priority order for Clinicians (Paramedics and Nurses) to return a call and do a full remote consultation. Clinicians then can reach their outcomes based on their clinical decision-making:
| Priority 1 - 1 hour callback |
Priority 2 - 2 hour callback |
Priority 3 - 4 hour callback |
|
| Own GP (Today/Routine) |
This outcome can be reached during the opening hours of their Doctor's Surgery if there is a need to be reviewed swiftly without the need for emergency care, this can include assessments of potential DVTs. Although this outcome could be reached if it is an ongoing problem it would be more suited for a Doctor to investigate and offer referrals if needed. |
| District or Community Nurse Teams |
The District Nursing service is provided to people who cannot attend a healthcare setting to receive treatment or care. Where appropriate the District Nurse will visit and provide care and treatment to patients in their own homes or normal residence. This service is typically for housebound or temporarily housebound patients and treatment will be provided following a comprehensive assessment. |
| Pharmacist |
Pharmacies offer a range of services, some are essential, enhanced, and advanced services. A service intended to enable pharmacists to provide advice and support to eligible patients complaining of a common ailment, and where appropriate, to supply drugs to them for the treatment of the common ailment.
Minor Ailment Scheme includes:
- indigestion
- constipation
- diarrhoea
- piles
- hay fever
- head lice
- teething
- nappy rash
- colic
|
- chicken pox
- threadworms
- sore throat
- athlete's foot
- eye infections
- mouth ulcers
- cold sores
- acne
- dry eyes
|
- dermatitis
- verruca
- back pain
- vaginal thrush
- oral thrush
- scabies
- ringworm
- interigo
- ingrowing toenails
|
|
| Self-Care |
This is where we can provide simple information and reassurance to the patient that they can manage their symptoms at home and at this time nothing needs to be reviewed. Non-clinical care instructions are evidence-based and available to the call handler at the end of the system and they are able to provide these to the caller. |