publication . Article . Other literature type . 2019

Impact of caller's degree-of-worry on triage response in out-of-hours telephone consultations: a randomized controlled trial.

Hejdi Gamst-Jensen; Erika Frishknecht Christensen; Freddy Lippert; Fredrik Folke; Ingrid Egerod; Mikkel Brabrand; Janne Schurmann Tolstrup; Lau Caspar Thygesen; Linda Huibers;
Open Access English
  • Published: 11 Apr 2019 Journal: Scandinavian Journal of Trauma, Resuscitation and Emergency Medicine, volume 27 (eissn: 1757-7241, Copyright policy)
  • Publisher: BioMed Central
Abstract
Background Telephone triage entails assessment of urgency and direction of flow in out-of-hours (OOH) services, while visual cues are inherently lacking. Triage tools are recommended but current tools fail to provide systematic assessment of the caller’s perspective. Research demonstrated that callers can scale their degree-of-worry (DOW) in a telephone contact with OOH services, but its impact on triage response is undetermined. The aim of this study was to investigate the association between call-handlers’ awareness of the caller’s DOW and the telephone triage response. Methods A randomized controlled trial at a Danish OOH service using telephone triage with q...
Subjects
free text keywords: Adolescent, Adult, After-Hours Care/organization & administration, Aged, Child, Child, Preschool, Humans, Infant, Infant, Newborn, Male, Middle Aged, Primary Health Care/organization & administration, Process Assessment (Health Care), Referral and Consultation/organization & administration, Telephone, Triage/methods, Young Adult, /dk/atira/pure/researchoutput/pubmedpublicationtype/D016428, Journal Article, /dk/atira/pure/researchoutput/pubmedpublicationtype/D065007, Pragmatic Clinical Trial, /dk/atira/pure/researchoutput/pubmedpublicationtype/D016449, Original Research, Out of hours medical care, Randomized controlled trial, Triage, Medical emergencies. Critical care. Intensive care. First aid, RC86-88.9, Critical Care and Intensive Care Medicine, Emergency Medicine, Medicine, business.industry, business, Telephone triage, medicine.medical_specialty, Worry, media_common.quotation_subject, media_common, Medical emergency, medicine.disease, law.invention, law
32 references, page 1 of 3

Huibers, L, Moth, G, Carlsen, AH, Christensen, MB, Vedsted, P. Telephone triage by GPs in out-of-hours primary care in Denmark: a prospective observational study of efficiency and relevance. Br J Gen Pract. 2016; 66 (650): e667-e673 [OpenAIRE] [PubMed] [DOI]

Lindström, V, Heikkilä, K, Bohm, K, Castrèn, M, Falk, A-C. Barriers and opportunities in assessing calls to emergency medical communication Centre - a qualitative study. Scand J Trauma Resusc Emerg Med.. 2014; 22: 1-9 [OpenAIRE] [PubMed] [DOI]

Gamst-Jensen, H, Lippert, F, Egerod, I. Under-triage in telephone consultation is related to non-normative symptom description and interpersonal communication: a mixed methods study. Scand J Trauma Resusc Emerg Med. 2017; 25 (1): 52 [OpenAIRE] [PubMed] [DOI]

Croskerry, P, Singhal, G, Mamede, S. Cognitive debiasing 2: impediments to and strategies for change. BMJ Qual Saf [Internet]. 2013; 22 (SUPPL.2): 1-8

Rothwell, E, Ellington, L, Planalp, S, Crouch, B. Exploring challenges to telehealth communication by specialists in poison information. Qual Health Res [Internet]. 2012; 22 (1): 67-75 [OpenAIRE] [DOI]

Macrae, CN, Bodenhausen, GV. Social cognition: Categorical person perception. Br J Psychol. 2001; 92 (Part 1): 239-255 [OpenAIRE] [DOI]

van Ierland, Y, van Veen, M, Huibers, L, Giesen, P, Moll, HA. Validity of telephone and physical triage in emergency care: the Netherlands triage system. Fam Pract [Internet]. 2011; 28 (3): 334-341 [OpenAIRE] [DOI]

Steiner, D, Renetseder, F, Kutz, A, Haubitz, S, Faessler, L, Anderson, JB. Performance of the Manchester triage system in adult medical emergency patients: a prospective cohort study. J Emerg Med. 2015; 50 (4): 678-689 [OpenAIRE] [PubMed] [DOI]

Purc-Stephenson, RJ, Thrasher, C. Nurses’ experiences with telephone triage and advice: a meta-ethnography. J Adv Nurs [Internet]. 2010; 66: 482-494 [OpenAIRE] [DOI]

Kraaijvanger, N, Rijpsma, D, van Leeuwen, H, Edwards, M. Self-referrals in the emergency department: reasons why patients attend the emergency department without consulting a general practitioner first—a questionnaire study. Int J Emerg Med. 2015; 8 (1): 1-6 [OpenAIRE] [PubMed] [DOI]

Hugenholtz, M, Bröer, C, van Daalen, R. Apprehensive parents: a qualitive study of parents seeking immediate primary care for their children. Br J Gen Pract [Internet]. 2009; 59 (560): 173-179 [DOI]

Keizer, E, Smits, M, Peters, Y, Huibers, L, Giesen, P, Wensing, M. Contacts with out-of-hours primary care for nonurgent problems: patients’ beliefs or deficiencies in healthcare?. BMC Fam Pract. 2015; 16 (1): 157 [OpenAIRE] [PubMed] [DOI]

Derkx, H., Rethans, J.-J., Muijtjens, A., Maiburg, B., Winkens, R., van Rooij, H., Knottnerus, A.. 'Quod scripsi, scripsi.' The quality of the report of telephone consultations at Dutch out-of-hours centres. BMJ Quality & Safety. 2010; 19 (6): e1-e1 [OpenAIRE] [DOI]

Ernesäter, Annica, Engström, Maria, Winblad, Ulrika, Holmström, Inger K. A comparison of calls subjected to a malpractice claim versus ‘normal calls’ within the Swedish Healthcare Direct: a case–control study. BMJ Open. 2014; 4 (10): e005961 [OpenAIRE] [DOI]

Derkx, HP, Rethans, J-JE, Muijtjens, AM, Maiburg, BH, Winkens, R, van Rooij, HG. Quality of clinical aspects of call handling at Dutch out of hours centres: cross sectional national study. BMJ [Internet]. 2008; 337: a1264 [OpenAIRE] [DOI]

32 references, page 1 of 3
Abstract
Background Telephone triage entails assessment of urgency and direction of flow in out-of-hours (OOH) services, while visual cues are inherently lacking. Triage tools are recommended but current tools fail to provide systematic assessment of the caller’s perspective. Research demonstrated that callers can scale their degree-of-worry (DOW) in a telephone contact with OOH services, but its impact on triage response is undetermined. The aim of this study was to investigate the association between call-handlers’ awareness of the caller’s DOW and the telephone triage response. Methods A randomized controlled trial at a Danish OOH service using telephone triage with q...
Subjects
free text keywords: Adolescent, Adult, After-Hours Care/organization & administration, Aged, Child, Child, Preschool, Humans, Infant, Infant, Newborn, Male, Middle Aged, Primary Health Care/organization & administration, Process Assessment (Health Care), Referral and Consultation/organization & administration, Telephone, Triage/methods, Young Adult, /dk/atira/pure/researchoutput/pubmedpublicationtype/D016428, Journal Article, /dk/atira/pure/researchoutput/pubmedpublicationtype/D065007, Pragmatic Clinical Trial, /dk/atira/pure/researchoutput/pubmedpublicationtype/D016449, Original Research, Out of hours medical care, Randomized controlled trial, Triage, Medical emergencies. Critical care. Intensive care. First aid, RC86-88.9, Critical Care and Intensive Care Medicine, Emergency Medicine, Medicine, business.industry, business, Telephone triage, medicine.medical_specialty, Worry, media_common.quotation_subject, media_common, Medical emergency, medicine.disease, law.invention, law
32 references, page 1 of 3

Huibers, L, Moth, G, Carlsen, AH, Christensen, MB, Vedsted, P. Telephone triage by GPs in out-of-hours primary care in Denmark: a prospective observational study of efficiency and relevance. Br J Gen Pract. 2016; 66 (650): e667-e673 [OpenAIRE] [PubMed] [DOI]

Lindström, V, Heikkilä, K, Bohm, K, Castrèn, M, Falk, A-C. Barriers and opportunities in assessing calls to emergency medical communication Centre - a qualitative study. Scand J Trauma Resusc Emerg Med.. 2014; 22: 1-9 [OpenAIRE] [PubMed] [DOI]

Gamst-Jensen, H, Lippert, F, Egerod, I. Under-triage in telephone consultation is related to non-normative symptom description and interpersonal communication: a mixed methods study. Scand J Trauma Resusc Emerg Med. 2017; 25 (1): 52 [OpenAIRE] [PubMed] [DOI]

Croskerry, P, Singhal, G, Mamede, S. Cognitive debiasing 2: impediments to and strategies for change. BMJ Qual Saf [Internet]. 2013; 22 (SUPPL.2): 1-8

Rothwell, E, Ellington, L, Planalp, S, Crouch, B. Exploring challenges to telehealth communication by specialists in poison information. Qual Health Res [Internet]. 2012; 22 (1): 67-75 [OpenAIRE] [DOI]

Macrae, CN, Bodenhausen, GV. Social cognition: Categorical person perception. Br J Psychol. 2001; 92 (Part 1): 239-255 [OpenAIRE] [DOI]

van Ierland, Y, van Veen, M, Huibers, L, Giesen, P, Moll, HA. Validity of telephone and physical triage in emergency care: the Netherlands triage system. Fam Pract [Internet]. 2011; 28 (3): 334-341 [OpenAIRE] [DOI]

Steiner, D, Renetseder, F, Kutz, A, Haubitz, S, Faessler, L, Anderson, JB. Performance of the Manchester triage system in adult medical emergency patients: a prospective cohort study. J Emerg Med. 2015; 50 (4): 678-689 [OpenAIRE] [PubMed] [DOI]

Purc-Stephenson, RJ, Thrasher, C. Nurses’ experiences with telephone triage and advice: a meta-ethnography. J Adv Nurs [Internet]. 2010; 66: 482-494 [OpenAIRE] [DOI]

Kraaijvanger, N, Rijpsma, D, van Leeuwen, H, Edwards, M. Self-referrals in the emergency department: reasons why patients attend the emergency department without consulting a general practitioner first—a questionnaire study. Int J Emerg Med. 2015; 8 (1): 1-6 [OpenAIRE] [PubMed] [DOI]

Hugenholtz, M, Bröer, C, van Daalen, R. Apprehensive parents: a qualitive study of parents seeking immediate primary care for their children. Br J Gen Pract [Internet]. 2009; 59 (560): 173-179 [DOI]

Keizer, E, Smits, M, Peters, Y, Huibers, L, Giesen, P, Wensing, M. Contacts with out-of-hours primary care for nonurgent problems: patients’ beliefs or deficiencies in healthcare?. BMC Fam Pract. 2015; 16 (1): 157 [OpenAIRE] [PubMed] [DOI]

Derkx, H., Rethans, J.-J., Muijtjens, A., Maiburg, B., Winkens, R., van Rooij, H., Knottnerus, A.. 'Quod scripsi, scripsi.' The quality of the report of telephone consultations at Dutch out-of-hours centres. BMJ Quality & Safety. 2010; 19 (6): e1-e1 [OpenAIRE] [DOI]

Ernesäter, Annica, Engström, Maria, Winblad, Ulrika, Holmström, Inger K. A comparison of calls subjected to a malpractice claim versus ‘normal calls’ within the Swedish Healthcare Direct: a case–control study. BMJ Open. 2014; 4 (10): e005961 [OpenAIRE] [DOI]

Derkx, HP, Rethans, J-JE, Muijtjens, AM, Maiburg, BH, Winkens, R, van Rooij, HG. Quality of clinical aspects of call handling at Dutch out of hours centres: cross sectional national study. BMJ [Internet]. 2008; 337: a1264 [OpenAIRE] [DOI]

32 references, page 1 of 3
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publication . Article . Other literature type . 2019

Impact of caller's degree-of-worry on triage response in out-of-hours telephone consultations: a randomized controlled trial.

Hejdi Gamst-Jensen; Erika Frishknecht Christensen; Freddy Lippert; Fredrik Folke; Ingrid Egerod; Mikkel Brabrand; Janne Schurmann Tolstrup; Lau Caspar Thygesen; Linda Huibers;