Today, the Health Information and Quality Authority (HIQA) published the terms of reference for a health technology assessment (HTA) of an alternative to the 112/999 national emergency phone line. This alternative phone service has been proposed to address acute, non-urgent medical care needs of the public. 

HIQA is undertaking this HTA at the request of the Health Service Executive (HSE). HIQA aims to assess the budget impact and organisational implications of an alternative national phone line. The findings will be submitted as advice to inform decision-making by the Minister for Health and the HSE. 

Currently in Ireland, people with acute, non-urgent medical care issues can access healthcare through a number of services. These services include a general practitioner (GP) during office hours or GP out-of-hours services; a local injury unit or an emergency department; or calling 112/999 to access emergency ambulance services. 

When primary care services and local injury units cannot be readily accessed, people with acute, non-urgent care needs who are unwilling or unable to wait either go to a hospital emergency department or call 112 or 999 for an emergency ambulance in order to access healthcare. This has contributed to an increased burden on emergency services and departments. 

There may also be people who require care in the emergency department, but who defer attending as they do not think this level of care is necessary, or because they expect long waiting times. A national phone service is intended to support the timely provision of care in the most appropriate setting.

Dr Conor Teljeur, HIQA’s Chief Scientist, said: “Acute, non-urgent care needs for an injury or illness can be difficult to distinguish from urgent conditions for someone requiring care. There may be overlap in terms of the symptoms experienced, and the perceived urgency for each person.” 

Telephone advice and or triage healthcare services with varying degrees of health service integration have been implemented in several countries, including the UK, Denmark, Sweden, Australia, and Canada.

Dr Teljeur continued: “In many instances, there may be a number of services that could provide appropriate care rather than hospital emergency departments or an emergency ambulance. An alternative telephone service would enable people to speak with a trained operator who would triage the caller and provide self-care advice or direct them to the appropriate healthcare services. Our assessment will look at the implications for service users and the healthcare system of introducing such an alternative phone line.”

The full HTA will be published in due course.

ENDS

Further information: 
Marty Whelan 
Head of Communications and Stakeholder Engagement 
085 805 5202 
mwhelan@hiqa.ie

Notes to the Editor: 

• HIQA has today published the following document:
  • Protocol for a health technology assessment of an alternative telephone pathway for acute, non-urgent care needs in the pre-hospital setting
• An Expert Advisory Group will serve as a source of expertise to inform interpretation of evidence and development of advice to the Minister for Health and the HSE. This group will comprise nominees from a range of stakeholder organisations, including patient representatives, healthcare providers and managers, as well as clinical and public health experts.
• A draft report describing the results of the assessment will be made available for public consultation prior to being finalised.