Evaluating the Rate of Emergency Department Avoidance Achieved in a Collaboration Between an Ambulance and Virtual Care Service: A Retrospective Observational Study

Abstract

Objective: To evaluate whether a collaboration between Mid-North Coast Virtual Care (MNCVC) and NSW Ambulance (NSWA) was effective in diverting ED transfers. Methods: A retrospective observational study over 30 months examined NSWA referrals to MNCVC. Referral characteristics, 7-day and 28-day ED presentations were analysed. ED avoidance was defined as an accepted referral without an ED presentation within 28 days. Results: Of 629 referrals, 542 (86%) were accepted for management. ED presentations occurred in 53 (9.8%) within 7-days and 130 (24.0%) within 28-days, resulting in a 76% (412 patients) ED avoidance rate over 30 months. Conclusions: An ambulance-diversion model to a virtual-care service showed a favourable ED avoidance rate. Keywords: ambulance diversion; emergency medicine; retrospective study; triage; virtual care.