The workflow outlines the 4 main stages of engagement with a diabetes clinician advice line.
It outlines how to design and implement these approaches in practice.
Access and screening
The clinician contacts the service by phone or eReferral. The coordinator confirms that the enquiry is in scope, checks required identifiers, such as the medical record number, and conducts an initial screen to determine urgency. The coordinator then directs the request to the appropriate clinician for clinical assessment.
Clinical assessment
The referring clinician and specialist discuss the clinical information to understand the context, complexity and urgency of the enquiry. The specialist determines whether to provide advice directly or escalate the inquiry to another modality or pathway.
Advice
The specialist provides diabetes advice through the most appropriate modality, such as phone, written advice, video or case conferencing.
Coordination and handover
Where required, the specialist coordinates care across services to support shared-planning, escalation or learning. The specialist communicates advice, decisions and agreed actions to the referring clinician. The clinician confirms responsibility for ongoing care, completes the required documentation, and closes or follows up the episode as required.