{"id":15227,"date":"2011-04-01T00:00:00","date_gmt":"2011-03-31T22:00:00","guid":{"rendered":"http:\/\/ricom-web.com\/gestions-hospitalieres\/vivre-ensemble-plus-longtemps\/"},"modified":"2018-03-09T11:13:07","modified_gmt":"2018-03-09T10:13:07","slug":"vivre-ensemble-plus-longtemps","status":"publish","type":"post","link":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/","title":{"rendered":"La plate-forme t\u00e9l\u00e9phonique"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Temps de lecture\u00a0: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><p>Les rapports de l\u2019Insee de Haute-Normandie sugg\u00e8rent un accroissement notable de la population des sujets \u00e2g\u00e9s de plus de 80 ans au cours des dix prochaines ann\u00e9es. Actuellement, 1 300 malades (16 000 par an) \u00e2g\u00e9s de plus de 75 ans sont admis tous les mois au SAU du CHU ; 1 000 malades par an sont transf\u00e9r\u00e9s de leur Ehpad au SAU ; enfin, un tiers des appels au Samu concernent des malades \u00e2g\u00e9s de plus de 75 ans.<\/p>\n<p>Ces constatations ont n\u00e9cessit\u00e9 l\u2019\u00e9laboration d\u2019une proc\u00e9dure permettant d\u2019impacter sur les flux d\u2019amont, de favoriser les alternatives \u00e0 l\u2019hospitalisation et d\u2019am\u00e9liorer le parcours d\u2019aval de ces patients. Parmi les actions men\u00e9es, la cr\u00e9ation d\u2019une plate-forme t\u00e9l\u00e9phonique g\u00e9riatrique m\u00e9rite d\u2019\u00eatre d\u00e9taill\u00e9e.\u00a0Cette plate-forme, en fait un num\u00e9ro unique d\u2019enregistrement de toutes les demandes (rendez-vous de consultation, conseils t\u00e9l\u00e9phoniques, hospitalisations programm\u00e9es, admissions directes dans les unit\u00e9s, interventions des \u00e9quipes mobiles intra et extra-hospitali\u00e8res), propose une permanence t\u00e9l\u00e9phonique diurne en jours ouvrables, afin de garantir une meilleure orientation des personnes \u00e2g\u00e9es dans la fili\u00e8re g\u00e9riatrique et de faciliter la communication entre les partenaires de la ville et les professionnels exer\u00e7ant dans l\u2019\u00e9tablissement. Les m\u00e9decins g\u00e9n\u00e9ralistes peuvent ainsi obtenir en temps r\u00e9el un rendez-vous ou un entretien avec un g\u00e9riatre le cas \u00e9ch\u00e9ant.<\/p>\n<p>L\u2019acc\u00e8s \u00e0 un seul num\u00e9ro facilite la communication pour tous les acteurs de sant\u00e9 et les familles tout en simplifiant les demandes de consultation ou d\u2019hospitalisation et en fournissant une orientation plus rapide et plus efficace au sein de la fili\u00e8re. Pour permettre une r\u00e9ponse adapt\u00e9e \u00e0 chaque demande, cette permanence t\u00e9l\u00e9phonique est assur\u00e9e par une IDE ayant une expertise g\u00e9riatrique. Une r\u00e9flexion de l\u2019\u00e9quipe a permis l\u2019\u00e9laboration de proc\u00e9dures sous forme d\u2019algorithmes d\u00e9cisionnels, permettant \u00e0 l\u2019infirmi\u00e8re pendant l\u2019appel de cibler et de recueillir les informations n\u00e9cessaires \u00e0 l\u2019analyse de la situation pour une r\u00e9ponse adapt\u00e9e et anticip\u00e9e. Une fiche informatis\u00e9e assure la tra\u00e7abilit\u00e9 de cette activit\u00e9.<\/p>\n<h1>\u00c9valuation et perspectives<\/h1>\n<p>En 2010, 3 864 appels t\u00e9l\u00e9phoniques trait\u00e9s ont g\u00e9n\u00e9r\u00e9 2 116 fiches informatiques concernant 1 773 patients. En parall\u00e8le a \u00e9t\u00e9 observ\u00e9e une sollicitation irr\u00e9guli\u00e8re de la plate-forme d\u2019un jour \u00e0 l\u2019autre de la semaine (les lundis et mardis s\u2019accompagnent d\u2019une activit\u00e9 plus soutenue). Cette activit\u00e9 in\u00e9gale est aussi not\u00e9e selon les horaires au cours d\u2019une journ\u00e9e.\u00a0Le projet initial envisageait une r\u00e9ponse t\u00e9l\u00e9phonique d\u2019embl\u00e9e par une IDE dans un souci de performance. N\u00e9anmoins, l\u2019\u00e9valuation g\u00e9riatrique, m\u00eame simplifi\u00e9e, ne s\u2019est pas av\u00e9r\u00e9e compatible avec les objectifs initiaux (d\u00e9lai d\u2019attente, nombre d\u2019appels non honor\u00e9s\u2026).<\/p>\n<p>Ces constatations ont incit\u00e9 d\u2019une part \u00e0 simplifier le recueil de donn\u00e9es, d\u2019autre part \u00e0 recentrer l\u2019activit\u00e9 sur la permanence d\u2019un agent administratif, avec un relais possible aupr\u00e8s d\u2019une infirmi\u00e8re et\/ou d\u2019un m\u00e9decin.\u00a0L\u2019\u00e9volution naturelle du projet s\u2019apparente plus \u00e0 une organisation type centre 15 (sans imp\u00e9ratif d\u2019urgence). En effet, chaque appel g\u00e9n\u00e8re une\u00ab affaire \u00bb qui doit aboutir \u00e0 une prise en charge sp\u00e9cifique. Cette activit\u00e9, qui constitue d\u00e9sormais le pivot de notre organisation, a permis de confirmer l\u2019importance d\u2019un suivi t\u00e9l\u00e9phonique de situation \u00e0 risque (par exemple le recours au SAU sans hospitalisation). La charge de travail est \u00e9valu\u00e9e \u00e0 ce jour \u00e0 136 patients par mois et sera le principal axe de d\u00e9veloppement futur.<\/p>\n<script>function PlayerjsAsync(){} if(window[\"Playerjs\"]){PlayerjsAsync();}<\/script>","protected":false},"excerpt":{"rendered":"<p><span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Temps de lecture\u00a0: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\ufeffComment parler du vieillissement sans l\u2019associer \u00e0 la d\u00e9cadence, comment aborder sa prise en charge sans tomber dans le st\u00e9r\u00e9otype des Ehpad maltraitrants, comment confier un proche \u00e0 une institution d\u2019accueil sans \u00eatre rong\u00e9 par la culpabilit\u00e9 et la d\u00e9consid\u00e9ration du regard des autres ? Le livre de Rose-Marie Van Lerberghe, Vivre plus longtemps, interroge les d\u00e9fis que la long\u00e9vit\u00e9 et la d\u00e9pendance nous somment de surmonter. \u00c9criture d\u2019un t\u00e9moignage, il \u00e9voque sans faux-semblants les difficult\u00e9s mais aussi les joies que vivent les r\u00e9sidents et le personnel des \u00e9tablissements qui accueillent les personnes \u00e2g\u00e9es d\u00e9pendantes. Il pose un regard sans pr\u00e9jug\u00e9s sur la vie dans ces \u00e9tablissements et affronte sans tabou la question de la maltraitance. Comme l\u2019\u00e9crit Rose-Marie Van Lerberghe, \u00ab une soci\u00e9t\u00e9 qui nie sa vieillesse se nie elle-m\u00eame \u00bb. \u00c0 partir de son exp\u00e9rience d\u2019ancienne directrice g\u00e9n\u00e9rale de l\u2019AP-HP et d\u2019actuelle pr\u00e9sidente du groupe Korian, leader europ\u00e9en de la prise en charge de la d\u00e9pendance temporaire et permanente en Europe, Rose-Marie Van Lerberghe d\u00e9veloppe une r\u00e9flexion conduite comme autant de r\u00e9ponses \u00e0 quatre questions fondamentales :<\/p>\n","protected":false},"author":1202,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[26,2],"tags":[90,13,101,94,5201,2014,102,92,75,47,88,100,98,97,85,84,96,1396,91,89,36,86,95,87,42,99],"class_list":["post-15227","post","type-post","status-publish","format-standard","hentry","category-dossier","category-gestions-hospitalieres","tag-ambulatoire","tag-ars","tag-bilan","tag-centre-devaluation-gerontologique","tag-centre-devaluation-gerontologique-standardisee","tag-chu-de-rouen","tag-clic","tag-consultation-gerontologique","tag-dependance","tag-descriptif","tag-dispositif","tag-ehpad","tag-equipe-mobile-geriatrique-extra-hospitaliere","tag-equipe-mobile-geriatrique-intra-hospitaliere","tag-experience","tag-filiere-geriatrique","tag-fonctionnement","tag-geriatrie","tag-hospitalisation","tag-maintien-a-domicile","tag-organisation","tag-personne-agee","tag-plate-forme-telephonique-geriatrique","tag-prise-en-charge","tag-role","tag-upcog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.8.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>La plate-forme t\u00e9l\u00e9phonique - Gestions hospitali\u00e8res<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La plate-forme t\u00e9l\u00e9phonique - Gestions hospitali\u00e8res\" \/>\n<meta property=\"og:description\" content=\"Temps de lecture\u00a0:  2 minutes\ufeffComment parler du vieillissement sans l\u2019associer \u00e0 la d\u00e9cadence, comment aborder sa prise en charge sans tomber dans le st\u00e9r\u00e9otype des Ehpad maltraitrants, comment confier un proche \u00e0 une institution d\u2019accueil sans \u00eatre rong\u00e9 par la culpabilit\u00e9 et la d\u00e9consid\u00e9ration du regard des autres ? Le livre de Rose-Marie Van Lerberghe, Vivre plus longtemps, interroge les d\u00e9fis que la long\u00e9vit\u00e9 et la d\u00e9pendance nous somment de surmonter. \u00c9criture d\u2019un t\u00e9moignage, il \u00e9voque sans faux-semblants les difficult\u00e9s mais aussi les joies que vivent les r\u00e9sidents et le personnel des \u00e9tablissements qui accueillent les personnes \u00e2g\u00e9es d\u00e9pendantes. Il pose un regard sans pr\u00e9jug\u00e9s sur la vie dans ces \u00e9tablissements et affronte sans tabou la question de la maltraitance. Comme l\u2019\u00e9crit Rose-Marie Van Lerberghe, \u00ab une soci\u00e9t\u00e9 qui nie sa vieillesse se nie elle-m\u00eame \u00bb. \u00c0 partir de son exp\u00e9rience d\u2019ancienne directrice g\u00e9n\u00e9rale de l\u2019AP-HP et d\u2019actuelle pr\u00e9sidente du groupe Korian, leader europ\u00e9en de la prise en charge de la d\u00e9pendance temporaire et permanente en Europe, Rose-Marie Van Lerberghe d\u00e9veloppe une r\u00e9flexion conduite comme autant de r\u00e9ponses \u00e0 quatre questions fondamentales :\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\" \/>\n<meta property=\"og:site_name\" content=\"Gestions hospitali\u00e8res\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/gestionshospitalieres\/\" \/>\n<meta property=\"article:published_time\" content=\"2011-03-31T22:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2018-03-09T10:13:07+00:00\" \/>\n<meta name=\"author\" content=\"yann Le Sager\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@revue_GH\" \/>\n<meta name=\"twitter:site\" content=\"@revue_GH\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"yann Le Sager\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\"},\"author\":{\"name\":\"yann Le Sager\",\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/#\/schema\/person\/810c9671279c5f5a094f6f0a42237516\"},\"headline\":\"La plate-forme t\u00e9l\u00e9phonique\",\"datePublished\":\"2011-03-31T22:00:00+00:00\",\"dateModified\":\"2018-03-09T10:13:07+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\"},\"wordCount\":634,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/#organization\"},\"keywords\":[\"ambulatoire\",\"ARS\",\"Bilan\",\"centre d\u2019\u00e9valuation g\u00e9rontologique\",\"centre d\u2019\u00e9valuation g\u00e9rontologique standardis\u00e9e\",\"CHU de Rouen\",\"Clic\",\"consultation g\u00e9rontologique\",\"d\u00e9pendance\",\"descriptif\",\"dispositif\",\"Ehpad\",\"\u00e9quipe mobile g\u00e9riatrique extra-hospitali\u00e8re\",\"\u00e9quipe mobile g\u00e9riatrique intra-hospitali\u00e8re\",\"exp\u00e9rience\",\"Fili\u00e8re g\u00e9riatrique\",\"fonctionnement\",\"g\u00e9riatrie\",\"hospitalisation\",\"maintien \u00e0 domicile\",\"organisation\",\"personne \u00e2g\u00e9e\",\"plate-forme t\u00e9l\u00e9phonique g\u00e9riatrique\",\"prise en charge\",\"r\u00f4le\",\"Upcog\"],\"articleSection\":[\"dossier\",\"Gestions Hospitali\u00e8res\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\",\"url\":\"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/\",\"name\":\"La plate-forme t\u00e9l\u00e9phonique - 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Le livre de Rose-Marie Van Lerberghe, Vivre plus longtemps, interroge les d\u00e9fis que la long\u00e9vit\u00e9 et la d\u00e9pendance nous somment de surmonter. \u00c9criture d\u2019un t\u00e9moignage, il \u00e9voque sans faux-semblants les difficult\u00e9s mais aussi les joies que vivent les r\u00e9sidents et le personnel des \u00e9tablissements qui accueillent les personnes \u00e2g\u00e9es d\u00e9pendantes. Il pose un regard sans pr\u00e9jug\u00e9s sur la vie dans ces \u00e9tablissements et affronte sans tabou la question de la maltraitance. Comme l\u2019\u00e9crit Rose-Marie Van Lerberghe, \u00ab une soci\u00e9t\u00e9 qui nie sa vieillesse se nie elle-m\u00eame \u00bb. \u00c0 partir de son exp\u00e9rience d\u2019ancienne directrice g\u00e9n\u00e9rale de l\u2019AP-HP et d\u2019actuelle pr\u00e9sidente du groupe Korian, leader europ\u00e9en de la prise en charge de la d\u00e9pendance temporaire et permanente en Europe, Rose-Marie Van Lerberghe d\u00e9veloppe une r\u00e9flexion conduite comme autant de r\u00e9ponses \u00e0 quatre questions fondamentales :","og_url":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/","og_site_name":"Gestions hospitali\u00e8res","article_publisher":"https:\/\/www.facebook.com\/gestionshospitalieres\/","article_published_time":"2011-03-31T22:00:00+00:00","article_modified_time":"2018-03-09T10:13:07+00:00","author":"yann Le Sager","twitter_card":"summary_large_image","twitter_creator":"@revue_GH","twitter_site":"@revue_GH","twitter_misc":{"\u00c9crit par":"yann Le Sager","Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/#article","isPartOf":{"@id":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/"},"author":{"name":"yann Le Sager","@id":"https:\/\/www.ricom-web8.com\/gestions\/#\/schema\/person\/810c9671279c5f5a094f6f0a42237516"},"headline":"La plate-forme t\u00e9l\u00e9phonique","datePublished":"2011-03-31T22:00:00+00:00","dateModified":"2018-03-09T10:13:07+00:00","mainEntityOfPage":{"@id":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/"},"wordCount":634,"commentCount":0,"publisher":{"@id":"https:\/\/www.ricom-web8.com\/gestions\/#organization"},"keywords":["ambulatoire","ARS","Bilan","centre d\u2019\u00e9valuation g\u00e9rontologique","centre d\u2019\u00e9valuation g\u00e9rontologique standardis\u00e9e","CHU de Rouen","Clic","consultation g\u00e9rontologique","d\u00e9pendance","descriptif","dispositif","Ehpad","\u00e9quipe mobile g\u00e9riatrique extra-hospitali\u00e8re","\u00e9quipe mobile g\u00e9riatrique intra-hospitali\u00e8re","exp\u00e9rience","Fili\u00e8re g\u00e9riatrique","fonctionnement","g\u00e9riatrie","hospitalisation","maintien \u00e0 domicile","organisation","personne \u00e2g\u00e9e","plate-forme t\u00e9l\u00e9phonique g\u00e9riatrique","prise en charge","r\u00f4le","Upcog"],"articleSection":["dossier","Gestions Hospitali\u00e8res"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/","url":"https:\/\/www.ricom-web8.com\/gestions\/vivre-ensemble-plus-longtemps\/","name":"La plate-forme t\u00e9l\u00e9phonique - 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