Telephone triage by nurses in primary care out-of-hours services in Norway: An evaluation study based on written case scenarios

BMJ Quality and Safety

Volumn 20, Issue 5, 2011, Pages 390-396

  Hansen, Elisabeth Holm ^a   Hunskaar, Steinar ^a,b  

^a National Centre for Emergency Primary Health Care   (Norway)

^b UNIVERSITY OF BERGEN   (Norway)

Author keywords

[No Author keywords available]

Indexed keywords

CLINICAL DECISION MAKING; EMERGENCY HEALTH SERVICE; EMERGENCY NURSE PRACTITIONER; EMPLOYMENT; HEALTH CARE QUALITY; HUMAN; MEDICAL RECORD; NORWAY; NURSING CARE; PATIENT CODING; PRACTICE GUIDELINE; PRIMARY MEDICAL CARE; REVIEW; TELECONSULTATION; WORK EXPERIENCE;

AFTER-HOURS CARE; CLINICAL COMPETENCE; EMERGENCY NURSING; HUMANS; NORWAY; OBSERVER VARIATION; PRACTICE GUIDELINES AS TOPIC; PRIMARY HEALTH CARE; TELEPHONE; TRIAGE;

EID: 79958015032     PISSN: 20445415     EISSN: None     Source Type: Journal    
DOI: 10.1136/bmjqs.2010.040824     Document Type: Review

References (28)

1. Derkx HP, Rethans JJ, Muijtjens A, et al. Quality of clinical aspects of call handling at Dutch out of hours centres; cross sectional national study. BMJ 2008;337:a1264.
2. Crouch R, Dale J. Telephone triage-identifying the demand. Nurs Stand 1998;12:34-5.
3. Giesen P, Ferwerda R, Tijssen R, et al. Safety of telephone triage in general practitioner cooperatives: do triage nurses correctly estimate urgency? Qual Saf Health Care 2007;16:181-4.
4. Turner VF, Bentley PJ, Hodgson SA, et al. Telephone triage in Western Australia. Med J Aust 2002;176:100-3. (Pubitemid 34150071)
5. Bunn F, Byrne G, Kendall S. The effects of telephone consultation and triage on healthcare use and patient satisfaction: a systematic review. Br J Gen Pract 2005;55:956-61. (Pubitemid 41763126)
6. Moll van Charante EP, ter Riet G, Drost S, et al. Nurse telephone triage in out-of-hours GP practice: determinants of independent advice and return consultation. BMC Fam Pract 2006;7:74.
7. Lattimer V, George S, Thompson F, et al. Safety and effectiveness of nurse telephone consultation in out-of-hours primary care; randomized controlled trial. BMJ 1998;317:1054-9. (Pubitemid 28466723)
8. Hasegawa T, Ogasawara C, Katz E. Measuring diagnostic competency and the analysis of factors influencing competency using written case studies. Int J Nurs Terminol Classif 2007;18:93-102.
9. McGrath AC, Macdonald R. Quality framework for telephone triage. Aust Health Rev 2008;32:786-91.
10. Car J, Koshy E, Bell D, et al. Telephone triage in out of hours call centres. BMJ 2008;337:a1167.
11. Jones TV, Gerrity MS, Earp J. Written case simulations: do they predict physicians' behavior? J Clin Epidemiol 1990;43:805-15.
12. Hansen EH, Hunskaar S. Development, implementation, and pilot study of a sentinel network ('The Watchtowers') for monitoring emergency primary health care activity in Norway. BMC Health Serv Res 2008;8:62.
13. Morken T, Hunska° r S, Blinkenberg J, et al. Legevaktorganisering i Norge-2007. http://helse.uni.no/publications.aspx?ci=158 (accessed 18 Jan 10).
14. Norwegian Medical Association. Norsk indeks for medisinsk nødhjelp (Norwegian Index of Emergency Medical Assistance). 2.1st edn. Stavanger: Åsmund S Lærdal A/S, The Laerdal Foundation for Acute Medicine, 2005.
15. Altman DG. Practical Statistics for Medical Research. London: Chapman & Hall, 1991:403-9.
16. Bergeron S, Gouin S, Bailey B, et al. Comparison of triage assessments among pediatric registered nurses and pediatric emergency physicians. Acad Emerg Med 2002;9:1397-401. (Pubitemid 35416534)
17. Göransson K, Ehrenberg A, Marklund B, et al. Accuracy and concordance of nurses in emergency department triage. Scand J Caring Sci 2005;19:432-8. (Pubitemid 43943218)
18. Bergeron S, Gouin S, Bailey B, et al. Agreement among pediatric health care professionals with the pediatric Canadian triage and acuity scale guidelines. Pediatr Emerg Care 2004;20:514-18. (Pubitemid 39095661)
19. Maldonado T, Avner JR. Triage of the pediatric patient in the emergency department: are we all in agreement? Pediatrics 2004;114:356-60.
20. Worster A, Sardo A, Kevin E, et al. Triage tool inter-rater reliability: a comparison of live versus paper case scenarios. J Emerg Nurs 2007;33:319-23.
21. Belman S, Murphy J, Steiner JF, et al. Consistency of triage decision by call center nurses. Ambul Pediatr 2002;2:396-400. (Pubitemid 35153689)
22. van der Wulp I, van Baar ME, Schrijvers AJP. Reliability and validity of the Manchester Triage System in a general emergency department patient population in The Netherlands: results of a simulation study. Emerg Med J 2008;25:431-4. (Pubitemid 351998338)
23. Dale J, Williams S, Foster T, et al. Safety of telephone consultation for 'non-serious' emergency ambulance service patients. Qual Saf Health Care 2004;13:363-73.
24. Marklund B, Strøm M, Månsson J, et al. Computer-supported telephone nurse triage: an evaluation of medical quality and costs. J Nurs Manag 2007;15:180-7.
25. O'Cathain A, Nicholl J, Sampson F, et al. Do different types of nurses give different triage decisions in NHS Direct? A mixed methods study. J Health Serv Res Policy 2004;9:226-33. (Pubitemid 39424763)
26. Gravel J, Gouin S, Manzano S, et al. Interrater agreement between nurses for the pedriatic Canadian triage and acuity scale in a tertiary care center. Acad Emerg Med 2008;15:1262-7.
27. Olofsson P, Gellerstedt M, Carlstrøm ED. Manchester Triage in Sweden-interrater reliability and accuracy. Int Emerg Nurs 2008;17:143-8.
28. Rutschmann OT, Kossovsky M, Geissbuhler A, et al. Interactive triage simulator revealed important variability in both process and outcome of emergency triage. J Clin Epidemiol 2006;59:615-21.