Evaluation of the performance of telephone triage service.

ABSTRACT:

Background

There is a growing need to assess the impact of the Medical Helpline (MH) 116117 on emergency care services and patient pathways. This study aims to test a validated performance measurement (PM) framework in a real-life setting and evaluate how MH influences ED service utilization and patient pathways in acute care settings.

Methods

We tested the PM framework to evaluate the Finnish MH service. A quantitative before-and-after analysis was conducted using data from Vantaa for two periods: January 1 to December 31, 2016 ("Before Period") and January 1 to December 31, 2021 ("After Period"). Patient pathways were mapped by linking MH call logs and electronic health records (EHR). Data analysis included compliance and non-compliance rates for triage instructions, acces

SUBMITTER: Vainio H 

PROVIDER: S-EPMC12542025 | biostudies-literature | 2025 Oct

REPOSITORIES: biostudies-literature