Factors affecting communication during telephone triage in medical call centres: a mixed methods systematic review.

ABSTRACT:

Background

Telephone triage is used to optimise patient flow in emergency primary healthcare. Poor communication can lead to misunderstandings and compromise patient safety. To improve quality, a comprehensive understanding of factors affecting communication in medical call centres in primary care is needed. The aim of this review was to identify such factors and to describe how they affect communication during telephone triage.

Method

A mixed-method systematic review was performed. In April 2021 and June 2023, MEDLINE, Embase, CINAHL, and Web of Science were searched for original studies describing communication during telephone triage in primary care medical call centres handling all types of medical problems from an unselected population. All studies were screened by two

SUBMITTER: Fotland SS 

PROVIDER: S-EPMC11193260 | biostudies-literature | 2024 Jun

REPOSITORIES: biostudies-literature