To ask the Minister of Health for an update on the implementation of Phone First systems in Emergency Departments in the South Eastern and Belfast Health and Social Care Trusts.

Phone First is a telephone triage service which seeks to ensure that people who require urgent, but not emergency, care are able to quickly access the care they require while avoiding long waits in hospital EDs. It is a key element of the Department’s No More Silos Action Plan. All Trusts are currently developing plans to introduce Phone First.

In the South Eastern HSC Trust, the minor injuries services at Ards and Downe hospitals have operated a phone first service since August 2020. In October 2020, a phone first, consultant led urgent care model in the Downe was launched. The Trust report that being able to redirect those patients at triage to an appropriate service has ensured that patients receive the care they require, whilst reducing delays in treatment.

A phone service for ambulances who wished to attend Lagan Valley Hospital ED was also implemented in December 2020, with broadly positive feedback from NI Ambulance Service (NIAS) and from ED staff. This has reduced the number of people requiring a secondary transfer, a significant factor leading to unnecessary delays in care, when they arrive by ambulance.

The Belfast Trust are currently working with relevant stakeholders to develop an action plan to implement Phone First. This will build upon the establishment of an urgent care centre at the Royal Victoria Hospital and will bring together urgent care and GP Out of Hours services.