Seeing is believing — picture building: a key component of telephone triage

Edwards, Bernie

doi:10.1046/j.1365-2702.1998.00113.x

Cited by 43 publications

(41 citation statements)

References 14 publications

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“…As suggested by the literature on telephone triage, areas that require special sensitivity in consultations are assessment, caller credibility and interpersonal relations. Arriving at an assessment by ‘building a picture’ of the caller and their environment has been well‐documented in telephone nursing (Edwards 1998, 1994). The present study shows that visualization work is intimately tied to interactional practices carried out by nurses and callers.…”

Section: Discussionmentioning

confidence: 99%

“…The complexity of triage decision‐making requires nurses to take into account several factors besides simply the medical basis for the problem (Leprohon & Patel 1995). In so doing, an important activity in managing the nonvisual is ‘building a picture’ (Edwards 1998), that is, creating a mental image of the caller and their immediate environment. Such ‘visualization work’, according to Edwards, involves creating an image of parts of the call that enter into decisions about the caller’s condition and its likely trajectory: the pathology, the person, and the urgency of the caller’s situation.…”

Section: Introductionmentioning

confidence: 99%

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‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

Pettinari¹,

Jessopp²

2001

Journal of Advanced Nursing

104

137

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

Pettinari¹,

Jessopp²

2001

Journal of Advanced Nursing

104

137

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“…The majority of physiotherapists interviewed used techniques of visualisation in assessing patients in order to overcome the lack of visual feedback in the assessment process: As part of the PhysioDirect training package, physiotherapists received a published article, 110 which described how NHS Direct nurses visualise their patients while triaging them over the telephone. It is clear from the data that the physiotherapists used similar techniques while assessing their patients over the telephone.…”

Section: Patient Visualisationmentioning

confidence: 99%

A pragmatic randomised controlled trial of the effectiveness and cost-effectiveness of ‘PhysioDirect’ telephone assessment and advice services for physiotherapy

Salisbury

Foster

Hopper

et al. 2013

Health Technol Assess

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This report should be referenced as follows: Salisbury C, Foster NE, Hopper C, Bishop A, Hollinghurst S, Coast J, et al. A pragmatic randomised controlled trial of the effectiveness and cost-effectiveness of 'PhysioDirect' telephone assessment and advice services for physiotherapy. Health Technol Assess 2013;17(2). This journal is a member of and subscribes to the principles of the Committee on Publication Ethics (COPE) (http://www.publicationethics.org/). Health Technology Assessment is indexed and abstracted inEditorial contact: nihredit@southampton.ac.ukThe full HTA archive is freely available to view online at http://www.hta.ac.uk/project/htapubs.asp. Print copies can be purchased from the individual report pages. Criteria for inclusion in the Health Technology Assessment journalReports are published in Health Technology Assessment (HTA) if (1) they have resulted from work for the HTA programme or, originally commissioned by the Medical Research Council (MRC) and now managed by the Efficacy and Mechanism Evaluation programme which is funded by the MRC and NIHR, and (2) they are of a sufficiently high scientific quality as assessed by the reviewers and editors.Reviews in Health Technology Assessment are termed 'systematic' when the account of the search appraisal and synthesis methods (to minimise biases and random errors) would, in theory, permit the replication of the review by others. HTA programmeThe HTA programme, part of the National Institute for Health Research (NIHR), was set up in 1993. It produces high-quality research information on the effectiveness, costs and broader impact of health technologies for those who use, manage and provide care in the NHS. 'Health technologies' are broadly defined as all interventions used to promote health, prevent and treat disease, and improve rehabilitation and long-term care.The research findings from the HTA programme directly influence decision-making bodies such as the National Institute for Health and Clinical Excellence (NICE) and the National Screening Committee (NSC). HTA programme findings also help to improve the quality of clinical practice in the NHS indirectly in that they form a key component of the 'National Knowledge Service'.For more information about the HTA programme please visit the website: http://www.hta.ac.uk/ This reportThis issue of Health Technology Assessment contains a project originally commissioned by the MRC but managed by the Efficacy and Mechanism Evaluation Programme. The EME programme was created as part of the National Institute for Health Research (NIHR) and the Medical Research Council (MRC) coordinated strategy for clinical trials. The EME programme is funded by the MRC and NIHR, with contributions from the CSO in Scotland and NISCHR in Wales and the HSC R&D, Public Health Agency in Northern Ireland. It is managed by the NIHR Evaluation, Trials and Studies Coordinating Centre (NETSCC) based at the University of Southampton.The authors have been wholly responsible for all data collection, analysis and interpretation, and for w...

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“…Theory is developed through data collection (building up from the ground), and hypotheses are generated and tested to confirm or refute aspects of the developing theory. Edwards26 27 provides a useful example of the use of grounded theory to build a substantive theory of the triage reasoning process.…”

Section: Designsmentioning

confidence: 99%

Qualitative research: specific designs for qualitative research in emergency care?

Cooper

Endacott²,

Chapman

2009

Emergency Medicine Journal

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This article follows our description of generic qualitative approaches, focusing on the specific designs of ethnography, grounded theory and phenomenology. Distinguishing features are described, including methodological approaches and methods for enhancing rigour. The use of these designs in emergency care is unusual but informative, and important work has been produced. Whether used in a pure or applied manner, it is likely that such approaches will add to our understanding of the emergency world.

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Seeing is believing — picture building: a key component of telephone triage

Cited by 43 publications

References 14 publications

‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

‘Your ears become your eyes’: managing the absence of visibility in NHS Direct

A pragmatic randomised controlled trial of the effectiveness and cost-effectiveness of ‘PhysioDirect’ telephone assessment and advice services for physiotherapy

Qualitative research: specific designs for qualitative research in emergency care?

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