Telephone consultation and triage: effects on health care use and patient satisfaction

Abstract

Telephone consultation appears to reduce the number of surgery contacts and out-of-hours visits by general practitioners. However, questions remain about its affect on service use and further rigorous evaluation is needed with emphasis on service use, safety, cost and patient satisfaction.

Effectiveness of Acute Care Remote Triage Systems: a Systematic Review

“…There is evidence as noted in the original Cochrane review that telephone triage may reduce GP workload in the near-term, although later studies have suggested visits may merely be deferred rather than prevented. 30,32 In contrast to previous studies, we report no reduction of PC utilization in patients experiencing remote triage and found four studies identifying increased rates of PC use. Only three of our eight studies also were included in the 2004 Cochrane review, likely accounting for the differences in utilization results in our current work.…”

Effectiveness of Acute Care Remote Triage Systems: a Systematic Review

“…There is evidence as noted in the original Cochrane review that telephone triage may reduce GP workload in the near-term, although later studies have suggested visits may merely be deferred rather than prevented. 30,32 In contrast to previous studies, we report no reduction of PC utilization in patients experiencing remote triage and found four studies identifying increased rates of PC use. Only three of our eight studies also were included in the 2004 Cochrane review, likely accounting for the differences in utilization results in our current work.…”

Telephone nursing in Sweden: A narrative literature review

“…valuing reassurance, support, respectful treatment, and opportunities for learning). This finding is in line with a systematic review by Bunn et al () and a recently published Scottish study by McAteer et al (). They also indicate a public health potential in that callers themselves might feel more confident to manage future health issues (Kaminsky et al ).…”

The role of oncology nurse navigators in facilitating continuity of care within the diagnostic phase for adult patients with lung cancer

“…The patients explained that their ONNs were easily accessible via telephone in the comfort of their homes, when they needed advice on symptom management, which reduced unwanted tension and fear. These findings were supported by previous studies (Bunn, Byrne, & Kendall, 2005;Gallagher, Huddart, & Henderson, 1998). They found that a telephone triage by ONNs was effective in increasing patients' satisfaction and decreasing patient uncertainty.…”

Effectiveness of Acute Care Remote Triage Systems: a Systematic Review

“…There is evidence as noted in the original Cochrane review that telephone triage may reduce GP workload in the near-term, although later studies have suggested visits may merely be deferred rather than prevented. 30,32 In contrast to previous studies, we report no reduction of PC utilization in patients experiencing remote triage and found four studies identifying increased rates of PC use. Only three of our eight studies also were included in the 2004 Cochrane review, likely accounting for the differences in utilization results in our current work.…”

Telephone nursing in Sweden: A narrative literature review

“…valuing reassurance, support, respectful treatment, and opportunities for learning). This finding is in line with a systematic review by Bunn et al () and a recently published Scottish study by McAteer et al (). They also indicate a public health potential in that callers themselves might feel more confident to manage future health issues (Kaminsky et al ).…”

The role of oncology nurse navigators in facilitating continuity of care within the diagnostic phase for adult patients with lung cancer

“…The patients explained that their ONNs were easily accessible via telephone in the comfort of their homes, when they needed advice on symptom management, which reduced unwanted tension and fear. These findings were supported by previous studies (Bunn, Byrne, & Kendall, 2005;Gallagher, Huddart, & Henderson, 1998). They found that a telephone triage by ONNs was effective in increasing patients' satisfaction and decreasing patient uncertainty.…”

Effectiveness of Acute Care Remote Triage Systems: a Systematic Review

“…There is evidence as noted in the original Cochrane review that telephone triage may reduce GP workload in the near-term, although later studies have suggested visits may merely be deferred rather than prevented. 30,32 In contrast to previous studies, we report no reduction of PC utilization in patients experiencing remote triage and found four studies identifying increased rates of PC use. Only three of our eight studies also were included in the 2004 Cochrane review, likely accounting for the differences in utilization results in our current work.…”

Telephone nursing in Sweden: A narrative literature review

“…valuing reassurance, support, respectful treatment, and opportunities for learning). This finding is in line with a systematic review by Bunn et al () and a recently published Scottish study by McAteer et al (). They also indicate a public health potential in that callers themselves might feel more confident to manage future health issues (Kaminsky et al ).…”

The role of oncology nurse navigators in facilitating continuity of care within the diagnostic phase for adult patients with lung cancer

“…The patients explained that their ONNs were easily accessible via telephone in the comfort of their homes, when they needed advice on symptom management, which reduced unwanted tension and fear. These findings were supported by previous studies (Bunn, Byrne, & Kendall, 2005;Gallagher, Huddart, & Henderson, 1998). They found that a telephone triage by ONNs was effective in increasing patients' satisfaction and decreasing patient uncertainty.…”