Non-urgent Emergency Callers: Characteristics and Prognosis

Lehm, K. K.; Andersen, Mikkel S; Riddervold, Ingunn Skogstad

doi:10.1080/10903127.2016.1218981

Cited by 18 publications

(26 citation statements)

References 15 publications

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“…Secondly, the construct was developed in the context of Swedish nonemergency ambulance care. However, the phenomenon of nonurgent patient presentations at accident and emergency departments and within ambulance care settings around the world are well known. Hence, the construct is probably highly transferrable to a wide range of contexts involving emergency care , as well as the care of chronic conditions .…”

Section: Discussionmentioning

confidence: 99%

Person‐centred climate and psychometrical exploration of person‐centredness and among patients not conveyed by the Ambulance Care Service

Rantala

Forsberg

Ekwall

2017

Scandinavian Caring Sciences

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A highly valid construct of person-centredness exists within nonurgent Ambulance Care Service assignments comprising eight aspects of being taken seriously. The climate in which nonemergency ambulance care is provided has great potential to facilitate person-centredness by means of taking patients seriously. The psychosocial aspects of PCQ-P and person-centredness are somewhat related to each other.

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Section: Discussionmentioning

confidence: 99%

Person‐centred climate and psychometrical exploration of person‐centredness and among patients not conveyed by the Ambulance Care Service

Rantala

Forsberg

Ekwall

2017

Scandinavian Caring Sciences

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“…Patients frequently contacting OOH-PC and the EMS [1][2][3][4] do not always choose the most suitable healthcare service provider [23,31,[39][40][41][42][43], which could cause delay of care, overcrowding, overtreatment and overuse of resources. It is important to acknowledge the patient's role in the complex decision-making process when facing an acute healthcare problem.…”

Section: Kallestrup Et Al Reported That Symptom Relief Was An Importmentioning

confidence: 99%

Patient motives for contacting out-of-hours care in Denmark: a cross-sectional study

Huibers¹,

Carlsen²,

Moth³

et al. 2019

Preprint

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Background Patients in need of acute healthcare do not always contact the most suitable healthcare service provider. Contacting out-of-hours primary care for an urgent problem may delay care, whereas contacting emergency medical services for a non-urgent problem could ultimately affect patient safety. More insight into patient motives for contacting a specific healthcare provider may help optimise patient flows. This study aims to explore patient motives for contacting out-of-hours primary care and the emergency medical services in Denmark. Methods We conducted a cross-sectional observational study by sending a questionnaires to patients contacting out-of-hours primary care and emergency medical services, both of which can be directly contacted by patients, in two of five Danish regions in 2015. As we aimed to focus on the first access point, the emergency department was not included. The questionnaire included items on patient characteristics, health problem and 26 pre-defined motives. Descriptive analyses of patient characteristics and motives were conducted, stratified by the two healthcare service providers. Factors associated with contacting each of the two service providers were explored in a modified Poisson regression analysis, and adjusted risk ratios were calculated. Results Three key motives for contacting the two service providers were identified: ‘unpleasant symptoms’, ‘perceived need for prompt action’ and ‘perceived most suitable healthcare provider’. Other important motives were ‘need arose outside office hours’ and ‘wanted to talk to a physician’ (out-of-hours primary care) and ‘expected need for ambulance’ and ‘worried’ (emergency medical services). Higher probability of contacting the emergency medical services versus out-of-hours primary care was seen for most motives relating to own assessment and expectations, previous experience and knowledge, and own needs and wishes. Lower probability was seen for most motives relating to perceived barriers and benefits. Conclusions Patient motives for contacting the two healthcare service providers were partly overlapping. The study contributes with new knowledge on the complex decision-making process of patients in need of acute healthcare. This knowledge could help optimise existing healthcare services, such as patient safety and the service level, without increasing healthcare costs.

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“…10 11 A number of studies Open access of telephone triage have utilised simulated patients or review by an expert panel to determine accuracy, 1 12 13 but there are few studies investigating Emergency Department (ED) resource utilisation by patients referred by EMD centres to non-emergency care. 14 The rate of return visits following ED care is an established measure of care quality in emergency department care, [15][16][17][18][19] and has also been used in evaluating on-scene triage by ambulance personnel. 20 Various follow-up durations have been used in prior studies, commonly employing 1-7-day follow-up intervals, and investigating either all-cause or related ED contacts only.…”

Section: Introductionmentioning

confidence: 99%

Using trigger tools to identify triage errors by ambulance dispatch nurses in Sweden: an observational study

et al. 2020

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ObjectivesThis study aimed to assess whether trigger tools were useful identifying triage errors among patients referred to non-emergency care by emergency medical dispatch nurses, and to describe the characteristics of these patients.DesignAn observational study of patients referred by dispatch nurses to non-emergency care.SettingDispatch centres in two Swedish regions.ParticipantsA total of 1089 adult patients directed to non-emergency care by dispatch nurses between October 2016 and February 2017. 53% were female and the median age was 61 years.Primary and secondary outcome measuresThe primary outcome was a visit to an emergency department within 7 days of contact with the dispatch centre. Secondary outcomes were (1) visits related to the primary contact with the dispatch centre, (2) provision of care above the primary level (ie, interventions not available at a typical local primary care centre) and (3) admission to hospital in-patient care.ResultsOf 1089 included patients, 260 (24%) visited an emergency department within 7 days. Of these, 209 (80%) were related to the dispatch centre contact, 143 (55%) received interventions above the primary care level and 99 (38%) were admitted to in-patient care. Elderly (65+) patients (OR 1.45, 95% CI 1.05 to 1.98) and patients referred onwards to other healthcare providers (OR 1.58, 95% CI 1.15 to 2.19) had higher likelihoods of visiting an emergency department. Six avoidable patient harms were identified, none of which were captured by existing incident reporting systems, and all of which would have received an ambulance if the decision support system had been strictly adhered to.ConclusionThe use of these patient outcomes in the framework of a Global Trigger Tool-based review can identify patient harms missed by incident reporting systems in the context of emergency medical dispatching. Increased compliance with the decision support system has the potential to improve patient safety.

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Non-urgent Emergency Callers: Characteristics and Prognosis

Cited by 18 publications

References 15 publications

Person‐centred climate and psychometrical exploration of person‐centredness and among patients not conveyed by the Ambulance Care Service

Person‐centred climate and psychometrical exploration of person‐centredness and among patients not conveyed by the Ambulance Care Service

Patient motives for contacting out-of-hours care in Denmark: a cross-sectional study

Using trigger tools to identify triage errors by ambulance dispatch nurses in Sweden: an observational study

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