{"id":972,"date":"2021-09-29T22:59:32","date_gmt":"2021-09-29T22:59:32","guid":{"rendered":"https:\/\/assistanceservicesgroup.com\/?post_type=health-case-studies&#038;p=972"},"modified":"2021-10-01T19:19:53","modified_gmt":"2021-10-01T19:19:53","slug":"creer-une-ligne-decoute-telephonique-pour-les-soins-palliatifs","status":"publish","type":"health-case-studies","link":"https:\/\/assistanceservicesgroup.com\/fr\/healthcare-case-studies\/creer-une-ligne-decoute-telephonique-pour-les-soins-palliatifs\/","title":{"rendered":"Cr\u00e9er une ligne d\u2019\u00e9coute t\u00e9l\u00e9phonique pour les soins palliatifs"},"content":{"rendered":"<section id='cta-block_6154ef6e101d9' class='vert2-m-b' ra-wysiwyg-block '>\n\t<div class='row'>\n\t\t<div class='col-12 content-col'>\n\t\t\t\t\t\t\t<h2>La situation<\/h2>\n<p>Cette grande r\u00e9gion canadienne conna\u00eet l\u2019une des croissances d\u00e9mographiques les plus rapides du pays, tout en subissant les effets du vieillissement d\u00e9mographique. En effet, 23 % de la population aura plus de 65 ans d\u2019ici 2035. Le m\u00e9lange de milieux urbains et ruraux a rendu de plus en plus difficile le soutien aux patients et aux familles qui sont confront\u00e9s aux probl\u00e8mes li\u00e9s \u00e0 la fin de vie. Des \u00e9quipes multidisciplinaires de soins palliatifs sont disponibles pour soutenir les familles. Cependant, la coordination des soins est un d\u00e9fi, surtout si l\u2019on tient compte du moment et des besoins impr\u00e9visibles des patients en soins palliatifs. Les familles ont aussi souvent plusieurs num\u00e9ros de contact diff\u00e9rents et plusieurs coordinateurs de leurs soins. De nombreuses familles finissent par se rendre \u00e0 plusieurs reprises aux services des urgences afin de recevoir des soins ou simplement pour obtenir des r\u00e9ponses \u00e0 leurs questions.<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n<section id='cta-block_6154ef82101da' class='vert2-m-b' ra-wysiwyg-block '>\n\t<div class='row'>\n\t\t<div class='col-12 content-col'>\n\t\t\t\t\t\t\t<h2>La solution<\/h2>\n<p>GSA, en collaboration avec une \u00e9quipe des services de soins aigus, de soins \u00e0 domicile et de soins palliatifs, ainsi qu\u2019avec des patients et leurs familles, a cr\u00e9\u00e9 une ligne d\u2019\u00e9coute t\u00e9l\u00e9phonique en dehors des heures de travail, afin que les gens puissent appeler facilement un num\u00e9ro pour recevoir les soins, le soutien et les informations dont ils ont besoin. L\u2019\u00e9quipe ne voulait surtout pas cr\u00e9er un seul programme qui enverrait tous les appelants au service des urgences. Pour \u00e9viter cela, l\u2019\u00e9quipe clinique de GSA a \u00e9t\u00e9 autoris\u00e9e \u00e0 acc\u00e9der au dossier clinique \u00e9lectronique et au plan de soins de chaque patient. Chaque plan de soins comportait une approche par \u00e9tapes de l\u2019escalade qui permettait \u00e0 l\u2019infirmi\u00e8re de GSA de faire preuve de jugement clinique soutenu par des directives de triage et un plan de soins individualis\u00e9 document\u00e9 que tous les membres du cercle de soins pouvaient soutenir. En fonction de l\u2019acuit\u00e9 des besoins du patient, des directives cliniques et du plan de soins, les infirmi\u00e8res autoris\u00e9es sp\u00e9cialis\u00e9es de GSA peuvent g\u00e9rer l\u2019appel elles-m\u00eames du d\u00e9but \u00e0 la fin, aiguiller les appelants vers leur \u00e9quipe de soutien \u00e0 domicile, leur fournisseur de soins primaires, un m\u00e9decin de soins palliatifs ou le syst\u00e8me de soins m\u00e9dicaux d\u2019urgence (SMU). Afin de mener \u00e0 bien la conception et le d\u00e9veloppement de cette intervention intersectorielle, les parties ont r\u00e9alis\u00e9 une \u00e9valuation des incidences sur la vie priv\u00e9e et g\u00e9n\u00e9r\u00e9 tous les processus n\u00e9cessaires de partage des donn\u00e9es et de gestion des consentements afin de garantir la conformit\u00e9 avec les r\u00e9glementations applicables en mati\u00e8re de protection de la vie priv\u00e9e des syst\u00e8mes de sant\u00e9. Les infirmi\u00e8res autoris\u00e9es de GSA ont \u00e9galement \u00e9t\u00e9 form\u00e9es aux sp\u00e9cificit\u00e9s des soins palliatifs, au dossier \u00e9lectronique et \u00e0 l\u2019utilisation appropri\u00e9e du cercle de soins. Enfin, un cadre d\u2019\u00e9valuation a \u00e9t\u00e9 con\u00e7u pour soutenir la mesure des r\u00e9sultats.<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n<section id='cta-block_6154ef9b101db' class='vert2-m-b' ra-wysiwyg-block '>\n\t<div class='row'>\n\t\t<div class='col-12 content-col'>\n\t\t\t\t\t\t\t<h2>Les cons\u00e9quences<\/h2>\n<p>Le programme pilote initial a re\u00e7u des appels pour la gestion de la douleur et des sympt\u00f4mes, puis pour l\u2019aiguillage vers des services, des demandes d\u2019informations sur la sant\u00e9 et la fourniture de mat\u00e9riel. Au moment de l\u2019appel, des infirmi\u00e8res autoris\u00e9es ont assur\u00e9 le triage, r\u00e9pondu aux questions et, lorsque c\u2019\u00e9tait n\u00e9cessaire, aiguill\u00e9 les patients vers un fournisseur de soins appropri\u00e9. Plus de la moiti\u00e9 des probl\u00e8mes ont \u00e9t\u00e9 r\u00e9solus au cours de l\u2019appel, et de nombreux patients ont re\u00e7u des instructions sur d\u2019importantes m\u00e9thodes de soins autoadministr\u00e9s. 30 % des appels ont \u00e9t\u00e9 redirig\u00e9s vers les gestionnaires de cas de soins \u00e0 domicile, et 4 % des appels ont abouti \u00e0 un transfert \u00e0 l\u2019h\u00f4pital. La cl\u00e9 du succ\u00e8s \u00e9tait que les infirmi\u00e8res autoris\u00e9es pouvaient acc\u00e9der aux plans de soins du patient au moment de l\u2019appel. Les concepteurs du programme pilote ont pr\u00e9vu que la majorit\u00e9 des appels auraient lieu apr\u00e8s les heures de travail, entre 15 et 19 heures. Toutefois, 40 % du volume d\u2019appels a eu lieu pendant les heures d\u2019ouverture normales des cliniques, en semaine ou le week-end. De nombreux appels provenaient d\u2019aidants familiaux situ\u00e9s au domicile du patient. Plusieurs ann\u00e9es apr\u00e8s le lancement du projet pilote, GSA continue de soutenir le programme qui est devenu un formidable exemple des avantages de l\u2019int\u00e9gration des soins virtuels dans un mod\u00e8le traditionnel de prestation de soins.<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n","protected":false},"featured_media":921,"parent":0,"template":"","industry_service":[47],"class_list":["post-972","health-case-studies","type-health-case-studies","status-publish","has-post-thumbnail","hentry","industry_service-healthcare-nav-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cr\u00e9er une ligne d\u2019\u00e9coute t\u00e9l\u00e9phonique pour les soins palliatifs - Groupe de services d\u2019assistance (GSA)<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/assistanceservicesgroup.com\/fr\/healthcare-case-studies\/creer-une-ligne-decoute-telephonique-pour-les-soins-palliatifs\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cr\u00e9er une ligne d\u2019\u00e9coute t\u00e9l\u00e9phonique pour les soins palliatifs - 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