Under-triage in telephone consultation is related to non-normative symptom description and interpersonal communication: a mixed methods study

Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine
Hejdi Gamst-JensenIngrid Egerod

Abstract

Telephone consultation and triage are used to limit the workload on emergency departments. Lack of visual cues and clinical tests put telephone consultations to a disadvantage compared to face-to-face consultations increasing the risk of under-triage. Under-triage occurs in telephone triage; however why under-triage happens is not explored yet. The aim of the study was to describe situations of under-triage in context, to assess the quality of under-triaged calls, and to identify communication patterns contributing to under-triage in a regional OOH service in the capital region of Denmark. Explanatory simultaneous mixed method with thematic analysis and descriptive statistics was chosen. The study was carried out in an Out-Of-Hours service (OOH) in the Capital Region of Denmark, Copenhagen. Under-triage was defined as Potentially Under-Triaged Calls (PUTC) by specific criteria to an OOH Hotline, and identification by integration of three databases: Medical Hotline database, Emergency number database, including the Ambulance database, and electronic patient records. Distribution of PUTC were carried out using ICD-10 codes to identify diagnosis and main themes identified by qualitative analysis of audio recorded under-triaged cal...Continue Reading

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Citations

Apr 6, 2018·Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine·Kasper BonnesenLone Nikolajsen
Dec 2, 2017·Prehospital and Disaster Medicine·Karl A Sporer
Jun 12, 2020·Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine·Hejdi Gamst-JensenLau Caspar Thygesen
Apr 13, 2019·Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine·Hejdi Gamst-JensenLinda Huibers
Nov 18, 2020·The Journal of Laryngology and Otology·M ZammitA Hussein
Dec 16, 2020·Research in Nursing & Health·Allison A LewinskiJennifer M Gierisch
Jan 10, 2021·European Journal of Public Health·Hejdi Gamst-JensenLinda Huibers
Dec 29, 2020·Nursing Open·Silje Rysst Gustafsson, Irene Eriksson
May 18, 2021·Emergency Medicine International·Atsushi SakuraiNaoto Morimura

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