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

Bunn, Frances; Byrne, Geraldine; Kendall, Sally

doi:10.1002/14651858.cd004180.pub2

Cited by 264 publications

(400 citation statements)

References 29 publications

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“…NTLs are also beneficial in that they reduce strain on the HCS, offer high levels of patient satisfaction, and serve as a safe, efficient, and cost-effective method of information dissemination. [19][20][21][22][23][24] Benefits can also be seen in reduced travel costs, reduced time away from school/work, and reduced childcare expenses. 17 …”

Section: Discussionmentioning

confidence: 99%

Design and Implementation of a Statewide Influenza Nurse Triage Line in Response to Pandemic H1N1 Influenza

Spaulding¹,

Radi²,

MacLeod³

et al. 2012

Public Health Rep

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The 2009 H1N1 influenza pandemic created a demand for health-care services that many health-care systems and providers were unprepared to meet in a timely way. One state used a public-private partnership to address this increased demand for information and services, including offering a prescription for those whose symptoms warranted treatment with an antiviral medication. Spaulding et al. describe how the Minnesota Department of Health worked with a variety of partners, including the Minnesota Hospital Association and the Minnesota Council of Health Plans, to establish a coordinated statewide nurse triage line-the Minnesota FluLine. This effort could serve as a model for other local public health departments when a rapid response to a health-care threat is needed.

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Section: Discussionmentioning

confidence: 99%

Design and Implementation of a Statewide Influenza Nurse Triage Line in Response to Pandemic H1N1 Influenza

Spaulding¹,

Radi²,

MacLeod³

et al. 2012

Public Health Rep

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“…Eighty-seven papers representing 83 studies were included in this review and of these eight [57][58][59][60][61][62][63][64][65] were systematic reviews. The results from the eight reviews (10 papers [57][58][59][60][61][62][63][64][65] ) are shown in Table 4.…”

Section: Systematic Reviews Includedmentioning

confidence: 99%

“…The results from the eight reviews (10 papers [57][58][59][60][61][62][63][64][65] ) are shown in Table 4. Many of the references included in the reviews overlapped.…”

Section: Systematic Reviews Includedmentioning

confidence: 99%

What evidence is there on the effectiveness of different models of delivering urgent care? A rapid review

Turner

Coster

Chambers

et al. 2015

Health Serv Deliv Res

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BackgroundIn 2013 NHS England set out its strategy for the development of an emergency and urgent care system that is more responsive to patients’ needs, improves outcomes and delivers clinically excellent and safe care. Knowledge about the current evidence base on models for provision of safe and effective urgent care, and the gaps in evidence that need to be addressed, can support this process.ObjectiveThe purpose of the evidence synthesis is to assess the nature and quality of the existing evidence base on delivery of emergency and urgent care services and identify gaps that require further primary research or evidence synthesis.Data sourcesMEDLINE, EMBASE, The Cochrane Library, the Cumulative Index to Nursing and Allied Health Literature (CINAHL) and the Web of Science.MethodsWe have conducted a rapid, framework-based, evidence synthesis approach. Five separate reviews linked to themes in the NHS England review were conducted. One general and five theme-specific database searches were conducted for the years 1995–2014. Relevant systematic reviews and additional primary research papers were included and narrative assessment of evidence quality was conducted for each review.ResultsThe review was completed in 6 months. In total, 45 systematic reviews and 102 primary research studies have been included across all five reviews. The key findings for each review are as follows: (1) demand – there is little empirical evidence to explain increases in demand for urgent care; (2) telephone triage – overall, these services provide appropriate and safe decision-making with high patient satisfaction, but the required clinical skill mix and effectiveness in a system is unclear; (3) extended paramedic roles have been implemented in various health settings and appear to be successful at reducing the number of transports to hospital, making safe decisions about the need for transport and delivering acceptable, cost-effective care out of hospital; (4) emergency department (ED) – the evidence on co-location of general practitioner services with EDs indicates that there is potential to improve care. The attempt to summarise the evidence about wider ED operations proved to be too complex and further focused reviews are needed; and (5) there is no empirical evidence to support the design and development of urgent care networks.LimitationsAlthough there is a large body of evidence on relevant interventions, much of it is weak, with only very small numbers of randomised controlled trials identified. Evidence is dominated by single-site studies, many of which were uncontrolled.ConclusionsThe evidence gaps of most relevance to the delivery of services are (1) a requirement for more detailed understanding and mapping of the characteristics of demand to inform service planning; (2) assessment of the current state of urgent care network development and evaluation of the effectiveness of different models; and (3) expanding the current evidence base on existing interventions that are viewed as central to delivery of the NHS England plan by assessing the implications of increasing interventions at scale and measuring costs and system impact. It would be prudent to develop a national picture of existing pilot projects or interventions in development to support decisions about research commissioning.FundingThe National Institute for Health Research Health Services and Delivery Research Programme.

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“…The analysis of the call reasons and the wide use of TA in 2013 led to the implementation of training courses regarding telephone triage techniques. An Italian study that investigated telephone triage quality confirmed the importance of these courses and outlined the need for improvement in this area (20).Indeed, the correct use of TA can decrease the medical workload by nearly 40% (4, 10); this result is welcomed by patients (3,8,10), and it appeared safe when it was conducted by trained operators (9).Considering the overall outcomes, our analysis outlined a lower use of outpatient and home visits than that outlined in another national study (17), highlighting to the greater number of TA outcomes.…”

Section: Discussionmentioning

confidence: 96%

“…Recently, several countries proposed changes to primary care organization (1,2).Thus, there has been an increase in the use of telephone consultations (3)(4)(5). Telephone consultations can reduce both the emergency care visits and the number of visits overtime for general practitioners (GPs) (3)(4)(5).Moreover, the availability of telephone consultations in primary care could effectively reduce costs (6).In the literature, there is evidence that telephone consultations guarantee patient safety (7)(8)(9) and user satisfaction (3,10).…”

Section: Introductionmentioning

confidence: 99%

Analysis of users and reasons for use of a physician-on-call service in an Italian local health unit

Colombo¹,

Bert

Camussi

et al. 2016

FAMPRJ

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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.

Cited by 264 publications

References 29 publications

Design and Implementation of a Statewide Influenza Nurse Triage Line in Response to Pandemic H1N1 Influenza

Design and Implementation of a Statewide Influenza Nurse Triage Line in Response to Pandemic H1N1 Influenza

What evidence is there on the effectiveness of different models of delivering urgent care? A rapid review

Analysis of users and reasons for use of a physician-on-call service in an Italian local health unit

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