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Garey Mazowita



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    OS04 - Mind the Access to Care Gaps (ID 4)

    • Event: e-Health 2017 Virtual Meeting
    • Type: Oral Session
    • Track: Clinical
    • Presentations: 1
    • Coordinates: 6/05/2017, 04:00 PM - 05:30 PM, Room 202CD
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      OS04.05 - Rapid Access to Consultative Expertise: An innovative Model of Care (ID 49)

      Garey Mazowita, Providence Health Care; Vancouver/CA

      • Abstract
      • Slides

      Purpose/Objectives: Timely access to specialist care is a major issue for patients. In support of family physicians (FPs) and their need for help in managing more complex patients, Rapid Access to Cardiovascular Expertise (RACE) was launched in Vancouver, Canada in 2010 to provide timely telephone consultation by specialists for FPs. The RACE model is a multi-specialty telephone hotline providing FPs with timely access to a range of specialist consultation services. FPs can call one number, choose from a selection of specialty services, and be routed directly through to the specialist’s cell phone for advice, usually within a few minutes. In 2010, RACE began with five specialty areas. The program has since grown to include 26 specialties, has logged over 25,000 calls, and has spread from a local to a provincial service.

      Methodology/Approach: The evaluation process involved a mixed methodology approach based on surveys, interviews, and a review of aggregated data on service utilization. Approximately 800 Vancouver-area FPs were invited to participate in an online survey about RACE. The survey focused on the perceived benefits of RACE and the user experience for FPs and specialists. interviews with 23 stakeholders (specialists, FPs and decision makerswere completed and transcribed for analysis. Service utilization was determined from the records of TELUS, the telephone service provider for the centralized RACE call-in line, and from data gathered by the specialists at the time of the call.

      Finding/Results: Survey results revealed an overwhelming majority of surveyed FPs (94%) knew about RACE, and amongst this group, 60% had used the service. Overall, FPs who used RACE were satisfied with the timely access to specialist consultations RACE provided, and with the quality and efficiency of the consultations Physician interviews suggested RACE was seen as a service with benefits for both FPs and specialists. Family physicians also said that access to timely consultations through RACE helped them manage care for their patients and helped their patients avoid unnecessary emergency department visits and referrals for specialist care. All interviewed specialists reported anecdotal evidence confirming the overwhelmingly positive experience of RACE. Detailed data gathered by the specialists at the time of the call indicated: • 78% of calls to the RACE line were responded to by a specialist within 10 minutes • 90% of all calls between FPs and SPs were less than 15 minutes in length • 60% of RACE calls avoided patients requiring a face-to-face specialist consult • 32% of RACE calls avoided patients needing to visit a hospital emergency department for treatment

      Conclusion/Implications/Recommendations: The RACE model was implemented to provide FPs timely telephone access to specialists, to support enhanced patient care by FPs as well as to improve collaboration between specialists and FPs. RACE appears to provide an effective solution for many of the challenges faced by specialists and FPs in providing effective and efficient care for patients. The RACE model is currently being spread across Canada, with additional interested sites in the UK and Australia.

      140 Character Summary: RACE is an innovative model where family physicians can call one number, choose from a selection of specialty services and be routed to a specialist for advice.

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