Implementation of Telemedicine for Patients Referred to Emergency Medical Services

TL;DR

A new telemedicine model was implemented to manage emergency medical calls, reducing hospital visits and improving patient satisfaction.

Contribution

The study introduces a novel telemedicine-based care pathway to manage non-urgent emergency cases remotely.

Findings

8680 calls were managed by CMI, with 71.9% handled without ED access.

Telemedicine evaluation alone managed 78.2% of non-ED cases.

Patients managed via telemedicine reported a high satisfaction score of 9.1/10.

Abstract

Background: he surge in the use of Pre-hospital Emergency Medical Systems (EMS) and Emergency Departments (ED) has become a pressing issue worldwide after the COVID-19 pandemic. To address this challenge, we developed an experimental and innovative care pathway supported by telemedicine. The aim of this study is to describe the activity of the Integrated Medical Center (CMI): a new telemedicine-based care model for patients referring to the Emergency Medical System. Methods: A prospective observational study was conducted from January 2022 to December 2022. The CMI was established to manage patients referring to the Emergency Medical System. Results: From January to December 2022, a total of 8680 calls were managed by CMI, with an average of 24 calls per day. 6243 patients (71.9%) were managed without ED access of whom 4884 patients (78.2%) were managed through telemedicine evaluation only, and 1359 (21.8%) with telemedicine evaluation and dispatch of the Home Rapid Response Team (HRRT). The population treated by the HRRT exhibited a higher age. The mean satisfaction score was 9.1/10. Conclusions: Telemedicine evaluation allowed for remote assessments, treatment prescriptions, and teleconsultation for HRRT and was associated with high patient satisfaction. This model could be useful in future pandemics for managing patients with non-urgent illnesses at home, preventing hospital admissions for potentially infectious patients, and thereby reducing in-hospital transmission.

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