Efficient triaging of advice and guidance referrals using teledermatology via the UK National Health Service e-Referral service platform: reporting positive outcomes from the COVID era.

Abstract

Substantial increases in the implementation and use of dermatology advice and guidance (A&G) services has been a legacy of the COVID pandemic. To evaluate the impact that a 45-month period of A&G use had on the health service outcomes in a university teaching hospital dermatology department. A&G data for June in 2019, 2020, 2021 and 2022 were retrospectively analysed. Areas analysed included: total number of A&G requests; number of requests converted to referrals; percentage of discharges at first attendance; and referral-to-treatment (RTT) performance (defined as percentage of referrals seen by 18 weeks). A&G requests increased over the study period, from 45 requests in June 2019 to 1384 in June 2021. Increased request numbers were because of the COVID-19 pandemic, and then a subsequent change to the referral pathway. In January 2021, A&G became the obligatory referral route for all routine referrals to our department. The percentage of A&G requests converted to referral were 22.4%, 46.4%, 43.4% and 52.2% in June 2019, 2020, 2021 and 2022, respectively. Between 2019 and 2022 our discharges at first attendance decreased from 36.7% to 29.0%. RTT performance remained consistently above the national average; local RTT performances were 95.2% (2543/2671), 59.8% (782/1308), 90.1% (1697/1884) and 87.9% (1660/1888), in June 2019, 2020, 2021 and 2022, respectively, which compared favourably against RTT figures for England (90.2%, 56.5%, 78.2% and 65.1%). We highlight to other NHS dermatology departments the positive impact A&G triaging can have on outcomes, as observed for our service, reducing our discharges at first attendance and maintaining an RTT performance above the national average.