Consultant Connect replaces bleep system for rheumatology at Salford Royal Hospital

In April 2022, the rheumatology department at Salford Royal implemented Consultant Connect Telephone Advice & Guidance as a replacement service for their bleep system.
Consultant Connect replaces bleep system for rheumatology at Salford Royal Hospital - Consultant Connect

‘It was straightforward and has been extremely successful for all in the department.’

Consultant Connect replaces bleep system for rheumatology at Salford Royal Hospital

In April 2022, the rheumatology department at Salford Royal, part of the Northern Care Alliance NHS Foundation Trust, implemented Consultant Connect Telephone Advice & Guidance (A&G) as a replacement service for their bleep system. Five months on, we caught up with Tania Woolley, Senior Manager for Tertiary Medicine, to find out how Consultant Connect has affected clinicians’ ways of working.

 

How did implementing Telephone A&G as a replacement for the bleep system come about?

‘The issues with the bleep system centre around the fact that this data cannot be captured and incorporated into day-to-day job plans. We’ve wanted to be able to quantify the data that comes from the bleep system for years, but this hasn’t been something we’ve been able to deliver until now.

Initially, we undertook a 4-week audit to understand the types of queries coming through the bleep system and whether it would be suitable to move onto the Consultant Connect service.

The audit was successful, and following this, Patrick Keys, our Account Manager at Consultant Connect, organised some training sessions with the wider team and me to understand how the new process would work. It was straightforward and has been extremely successful for all in the department.

 

How does Telephone A&G compare with the previous bleep system?

‘Telephone A&G automatically records statistics from all calls in real-time and in a secure way. It’s extremely useful in that if we need to, we can pull the data to pinpoint problems and patterns and see where they have come from.

Whereas with the bleep system, there was no data or statistics. If we needed to carry out an audit, for example, on the number of calls to the bleep system, it would have had to be done manually. Clinicians would have to remember to record their calls in between seeing patients in the clinic.’

 

What feedback have you received from the clinicians regarding the new system?

‘Telephone A&G has been well-received, with positive feedback from the clinicians. Currently, the average wait time for an initial appointment in rheumatology is 42 weeks. 37% of all Telephone A&G calls via Consultant Connect result in a referral avoided, so this is freeing up appointment slots for those who really need them, as well as easing appointment pressures and reducing elective long waits in the long term.’

 

What advice would you give to colleagues who are thinking of using Telephone A&G but are unsure?

‘The activity is already being delivered, just not captured, so there’s no additional resource required. Telephone A&G also helps towards recovery because you can count it in your activity plans. After the successful uptake in rheumatology, we’re rolling out Telephone A&G in haematology, as the clinicians are very keen after the previous success.’

 

 

Click here to view and download a PDF version of this case study.

If you have any questions about this service, please get in touch on 01865 261467 or at hello@consultantconnect.org.uk.

Related materials:

Related case studies

Medical SDEC advice line expedites patient’s diagnosis for rare disorder in Cardiff and Vale

Medical SDEC advice line expedites patient’s diagnosis for rare disorder in Cardiff and Vale

Following the launch of the transformative SDEC provision at the University Hospital of Wales, we spoke with Dr Jonathon Campbell, GP Partner at North Cardiff Medical Centre.

Telephone Advice & Guidance in Hertfordshire and West Essex

Telephone Advice & Guidance in Hertfordshire and West Essex

We spoke with two GPs in Hertfordshire and West Essex to find out how Telephone Advice & Guidance provided by Consultant Connects helps them ensure the best patient care.

Messaging Advice & Guidance in Kent & Medway

Messaging Advice & Guidance in Kent & Medway

Primary Care clinicians share their experiences of how Messaging Advice & Guidance has helped improve patient care.

Video case study: Mental Health Telephone Advice & Guidance

Video case study: Mental Health Telephone Advice & Guidance

48% of calls to the service have resulted in a referral being avoided. Watch this video to find out more.

- Consultant Connect

Contact us

For more information about how we work with commissioners, hospitals and mental health trusts to improve patient care, please get in touch.

- Consultant Connect

Join a webinar

Listen to health experts from the comfort of your desk as we bring the experts to you in our series of online webinars.

- Consultant Connect

Join our mailing list

Join our mailing list and we'll keep you informed of our latest blogs, project news, and upcoming webinar dates and topics.

Contact us

Permissions

You can view our Terms & Conditions here.

Most Read Articles

Transforming the care of older people

Advances in healthcare mean more of us are living longer, and, in recognition of the International Day of Older People, we’re showcasing how we support clinicians in providing the best care for these patients.

read more