Eye Casualty Telephone Triage Pilot service

Oxford Eye Hospital Eye Casualty Department are running a pilot to test the effectiveness of telephone triage in directing patients who do not need to be seen in Eye Casualty to other more appropriate services (pharmacies, GP, the Minor Eye Conditions Service or Ophthalmology Outpatients).

Early data from the pilot has been positive so the pilot has been extended for further testing, initially to February 2020.

Key messages:

  • Primary Care should continue to triage patients with eye conditions using the Recent Onset Eye Problems Triage guidance (OPTOM Guidance: MECS Pathways).
  • However, if Primary Care is unsure if the patient needs to be seen in Eye Casualty, you will be able to call or provide the patient with the Eye Casualty Triage Telephone number to help clarify if the patient does need to attend.
  • If patients clearly need urgent secondary care assessment please continue to direct them to Eye Casualty and do not delay attendance by directing them to the triage telephone line.
  • Please also ensure that all patients attending Eye Casualty are aware that this is a type 2 Accident & Emergency service and therefore is subject to the 4 hour standard for waiting times.
  • Please advise patients there is no telephone triage outside the operating times (see below) and direct them to Eye Casualty (Main A&E outside of these hours) if you assess this to be the most appropriate service.

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