Matching needs to services:The quick response

Abstract

A Quick Response Program (QRP) was developed and implemented at St GeorgeHospital during 1995 and 1996. The program sought to improve the service providedto elderly people presenting to the emergency department by offering a new rapidresponse service pathway to community-based care. Emergency department dischargeplanning and crisis intervention evolved as important QRP functions during theprogram?s life. Evaluation findings indicated that QRP penetration into the elderlysub-acute emergency department patient population was high, and that hospitaladmissions were avoided without affecting emergency department process times.Health outcomes were not compromised by the program, and patient and generalpractitioner satisfaction were high. The program grappled with the inherent conflictof interest between the aims of the hospital (acute care services) and those of thecommunity service (support and maintenance). The program sought to bridge the gapbetween these service parameters in the name of meeting patient needs.