Nurse telephone triage: good quality associated with appropriate decisions

Family Practice
Linda HuibersMichel Wensing

Abstract

Triage at out-of-hours GP cooperatives (GPCs) is aimed at determining medical urgency and guiding decisions. Both medical knowledge and communication skills are required for this complex task. To explore the impact of quality of consultation and estimated urgency on the appropriateness of decisions. We performed a secondary analysis of telephone triage consultations by nurses at 29 Dutch GPCs. Consultations were taped and assessed by trained observers, using a validated instrument. Measures concerned quality of consultation, nurse-estimated urgency (four levels) and appropriateness of decisions (urgency, follow-up advice and timing). Bivariate analyses and logistic multilevel regression analyses were used to explore the impact of quality of consultation (controlling for urgency) on appropriateness of decisions. The sample included 6739 telephone contacts, most of which (90%) were non-urgent. The majority of decisions were appropriate (91% for urgency, 96% for follow-up advice and 95% for timing). In bivariate analyses, appropriateness of decisions was positively related to higher quality of consultation. Estimated urgency was negatively associated with quality of consultation. Logistic multilevel analysis showed that higher qua...Continue Reading

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Citations

Aug 9, 2012·BMC Family Practice·Nancy WijersMiranda Laurant
Feb 20, 2016·Scandinavian Journal of Primary Health Care·Marleen SmitsPaul Giesen
Mar 13, 2014·Health Expectations : an International Journal of Public Participation in Health Care and Health Policy·Sara M LocatelliMichael L Davies
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Apr 30, 2019·Scandinavian Journal of Primary Health Care·Edmond BrasseurAlexandre Ghuysen
Dec 6, 2019·The International Journal of Health Planning and Management·Nazlee SiddiquiAnthony Lawler
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Aug 17, 2021·Risk Management and Healthcare Policy·Bernice EngeltjesFedde Scheele

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