Question design in nurse-led and GP-led telephone triage for same-day appointment requests: a comparative investigation.

ABSTRACT:

Objective

To compare doctors' and nurses' communication with patients in primary care telephone triage consultations.

Design

Qualitative comparative study of content and form of questions in 51 telephone triage encounters between practitioners (general practitioners (GPs)=29; nurses=22) and patients requesting a same-day appointment in primary care. Audio-recordings of nurse-led calls were synchronised with video recordings of nurse's use of computer decision support software (CDSS) during triage.

Setting

2 GP practices in Devon and Warwickshire, UK.

Participants

4 GPs and 29 patients; and 4 nurses and 22 patients requesting a same-day face-to-face appointment with a GP.

Main outcome measure

Form and content of practitioner-initiated questions and patien

SUBMITTER: Murdoch J 

PROVIDER: S-EPMC3948453 | biostudies-literature | 2014 Mar

REPOSITORIES: biostudies-literature