Communication quality in telephone triage conducted by general practitioners, nurses or physicians: a quasi-experimental study using the AQTT to assess audio-recorded telephone calls to out-of-hours primary care in Denmark.

ABSTRACT:

Objectives

To compare the quality of communication in out-of-hours (OOH) telephone triage conducted by general practitioners (GPs), nurses using a computerised decision support system and physicians with different medical specialities, and to explore the association between communication quality and efficiency, length of call and the accuracy of telephone triage.

Design

Natural quasi-experimental cross-sectional study.

Setting

Two Danish OOH services using different telephone triage models: a GP cooperative and the medical helpline 1813.

Participants

1294 audio-recorded randomly selected OOH telephone triage calls from 2016 conducted by GPs (n=423), nurses using CDSS (n=430) and physicians with different medical specialities (n=441).

Main outcome measures

SUBMITTER: Graversen DS 

PROVIDER: S-EPMC7170599 | biostudies-literature | 2020 Mar

REPOSITORIES: biostudies-literature