Identifying performance indicators to measure overall performance of telephone triage – a scoping review

Abstract

Objective

This article aims to summarize performance indicators used in telephone triage services research, and make recommendations for the selection of valid indicators to measure the performance of telephone triage. We describe what kind of frameworks, performance indicators, or variables have been used for evaluating telephone triage performance by systematically mapping the telephone triage performance measurement. The objective was to find measures for each Triple Aim dimension.

Design

A scoping review method was used following Joanna Briggs Institute guidelines. Using this method, we defined indicators to measure the performance of telephone triage. We used the Triple Aim framework to identify indicators to measure the overall performance of telephone triage. The Triple Aim framework consists of improving the patient experience of care, improving the health of populations, and reducing cost per capita.

Setting

The scoping review was performed using CINAHL, Medline, EBSCOhost, and PubMed electronic databases. The eligibility criterion was research published in English between 2015 and 2023. The inclusion focused on the use and performance of telephone triage services and system-focused studies.

Results

A total of 1098 papers were screened for inclusion, with 57 papers included in our review. We identified 13 performance indicators covering all Triple Aim dimensions: waiting times, access, patient satisfaction, the accuracy of triage decision, severity and urgency of the symptoms, triage response, patient compliance with the advice given, follow-up healthcare service use, and running costs of service. We didn’t find any earlier framework covering all Triple Aim dimensions properly.

Conclusions

Measuring the performance of telephone triage requires an extensive and comprehensive approach. We presented performance indicators that may be included in the framework for measuring the performance of telephone triage to support overall performance measurements of telephone triage.

Keywords:

• Emergency medical services
• primary healthcare
• organizational performance
• performance measurement
• telephone triage

Authors’ contributions

HV led the design of the study and drafted the manuscript. LS and MC participated in the study design and critically reviewed the manuscript. PT provided critical guidance on the project and contributed to the drafting of the manuscript. The corresponding author attests that all listed authors meet the criteria for authorship and that no others meeting the criteria have been omitted. All authors have read and approved the final draft.

Data sharing statement

No unpublished data are available following this study.

Ethics and dissemination

Institutional review board approval is not required due to the nature of the study. The study is coordinated by Helsinki University (Finland). The findings will be published in peer-reviewed journals, and an abstract will be presented at suitable national/international workshops or conferences.

Patient involvement

Patients were not involved in the design.

Disclosure statement

The authors report no competing interests.