Exploring that effects home working has on 999 telephone triage staff
Research type
Research Study
Full title
Exploring that effects home working has on 999 telephone triage clinicians in response to Covid-19: A qualitative study.
IRAS ID
287662
Contact name
Mike Brady
Contact email
Sponsor organisation
Welsh Ambulance Service NHS Trust
Clinicaltrials.gov Identifier
287662, 287662
Duration of Study in the UK
0 years, 0 months, 30 days
Research summary
In response to Covid-19, organisations such as NHS England, Welsh Assembly Government, and NHS improvement advised healthcare providers to implement remote consultations using video, telephone, email and text message services for all essential routine activity as soon as possible. In addition, they asked all clinical staff to work from home where possible and consider how they can provide telephone, digital or video-based consultations and advice for patients.
Clinical Support Desk staff (nurses and paramedics) from the Welsh Ambulance Service NHS Trust began very early on in the Pandemic response to work from home; something which they had not undertaken before. A previously trialled technological package was rapidly adapted and made usable; which included laptop computers, headsets, digital phone systems, and remote computer-aided dispatch modules. This move increased surge capacity as home working triage staff were able to uptake ad-hoc over time, it also freed up space in clinical hub estates for social distancing and for those newer staff who required more intensive support and guidance. It allowed those clinicians who were required to shield, the ability to continue working their full duties from home.
While there has been some research into nurses and paramedics undertaking secondary telephone assessment of patients calling 999; there appears to be little in relation to undertaking this role from home. Moreover, it is unclear what research has been conducted to explore how the COVID-19 pandemic affected this practice.
This research looks to undertake a review of the literature in relation to home working for 999 telephone triage nurses and paramedics and qualitatively explore how home working, in response to COVID-19 affected this practice. This information can help inform longer-term flexible and agile working practices and any future pandemic responses; from an operational perspective, but also a professional, and personal welfare perspective also.
REC name
N/A
REC reference
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