Literature that supports the Referral and Information Centre Model of Care

Dale, J., Williams, S., Foster, T., Higgins, J., Snooks, H., Crouch, R., Hartley-Sharpe, C., Glucksman, E., and George, S. 2004. Safety of telephone consultations for ‘non-serious’ emergency ambulance service patients. Quality and Safety in Health Care. 13:363-373.
http://qshc.bmj.com/cgi/reprint/13/5/363

Delbanco, T., and Sands, D.. 2004. Electrons in flight – e-mail between doctors and patients. New England Journal of Medicine 350:17, 1705-1707.

Fries, J., Evertt, C., Beadle, C., Cooper, P., England, M., Greaves, R., Sokolov, J., Wright, D. 1993. Reducing health care costs by reducing the need and demand for medical services. New England Journal of Medicine. 329:5, 321-325.

Kassirer, J. 1995. The next transformation in the delivery of health care. New England Journal of Medicine. 332:1, 52-54.

Latimer, V., George, S., Thompson, F., Thomas, E., Mullee, M., Turnbull, J., Smith, H., Moore, M., Bond, H., and Glasper, A., 1998. Safety and effectiveness of nurse telephone consultation in after hours primary care: randomised controlled trial. British Medical Journal. Oct 17, 317:1054-1059. http://www.bmj.com/cgi/content/full/317/7165/1054

Turner, V., Bentley, P., Hodgson, S., Collard, P., Drimatis, R., Rabune, C., and Wilson, A. 2002. Telephone Triage in Western Australia. Medical Journal of Australia. 176(3): 100-103.
http://www.mja.com.au/public/issues/176_03_040202/tur10687_fm.pdf

National Approach to Health Call Centres. Lessons from existing services. Prepared for Australian Health Ministers. November 2004 ACIL Tasman Pty Ltd. Economics Policy Strategy
http://www.mckesson.com.au/files/industry%20publications/HCC_01_Acil_Tasman_Call_Centre_Report_2005.pdf

Overview of the National Health Call Centre Network. Australian Government Department of Health and Ageing. Accessed on 1 November 2006 at http://www.health.gov.au/internet/wcms/publishing.nsf/content/national-health-call-centre-network-taskforce-overview

WorkCover NSW, 2003. Health & Safety Guidelines for Call Centres in NSW. NSW WorkCover, NSW. Viewed 8 January 2007, http://www.workcover.nsw.gov.au/NR/rdonlyres/8402C9C7-517D-4D11-8770-344D64DD8B33/0/guide_call_centres_589.pdf