Phone triage nurses’ assessment of respiratory tract infections – the tightrope walk between gatekeeping and service providing. A qualitative study

References

• Berchet C, Nader C. The organisation of out-of-hours primary care in OECD countries. OECD Health Working Papers. No. 89. Paris: OECD Publishing; 2016.
   Google Scholar
• Steeman L, Uijen M, Plat E, et al. Out-of-hours primary care in 26 European countries: an overview of organizational models. Fam Pract. 2020;37(6):744–750.
   PubMed Web of Science ®Google Scholar
• Keizer E, Maassen I, Smits M, et al. Reducing the use of out-of-hours primary care services: a survey among Dutch general practitioners. Eur J Gen Pract. 2016;22(3):189–195.
   PubMed Web of Science ®Google Scholar
• Lindberg BH, Gjelstad S, Foshaug M, et al. Antibiotic prescribing for acute respiratory tract infections in Norwegian primary care out-of-hours service. Scand J Prim Health Care. 2017;35(2):178–185.
   PubMed Web of Science ®Google Scholar
• Kerr R, Grainger A, Messer C, et al. Telephone announcements encouraging common cold self-management reduce demand for general practice appointments. BMJ Innov. 2019;5(1):60–64.
   PubMedGoogle Scholar
• Statistics N. GPs and emergency primary health care. Emergency Primary Health Care consultations, by age, sex and diagnosis 2014–2019; 2019. [cited 2020 07.31]. Available from: https://www.ssb.no/en/statbank/table/10903/.
   Google Scholar
• Midtbø V, Raknes G, Hunskaar S. Telephone counselling by nurses in Norwegian primary care out-of-hours services: a cross-sectional study. BMC Fam Pract. 2017;18(1):84.
   PubMed Web of Science ®Google Scholar
• Huibers L, Smits M, Renaud V, et al. Safety of telephone triage in out-of-hours care: a systematic review. Scand J Prim Health Care. 2011;29(4):198–209. Dec
   PubMed Web of Science ®Google Scholar
• Malterud K. Systematic text condensation: a strategy for qualitative analysis. Scand J Public Health. 2012;40(8):795–805.
   PubMed Web of Science ®Google Scholar
• Nvivo Qualitative Data Analysis. https://www.qsrinternational.com/nvivo-qualitative-data-analysis-software/home. QSR International; 2020.
   Google Scholar
• Akuttmedisinforskriften. 2015. Forskrift om krav til og organisering av kommunal legevaktordning, ambulansetjeneste, medisinsk nødmeldetjeneste mv. [Regulation on organisation of emergency services].
   Google Scholar
• Purc-Stephenson RJ, Thrasher C. Nurses’ experiences with telephone triage and advice: a meta-ethnography. J Adv Nurs. 2010;66(3):482–494.
   PubMed Web of Science ®Google Scholar
• Lipsky M. Street-level bureaucracy: dilemmas of the individual in public service. 30th ann. ed. New York: Russell Sage Foundation; 2010.
   Google Scholar
• Johannessen LEF. Between standardisation and discretion. The priority setting of triage nurses. Oslo: Oslo Met; 2018.
   Google Scholar
• Kaakinen P, Kyngas H, Tarkiainen K, et al. The effects of intervention on quality of telephone triage at an emergency unit in Finland: nurses’ perspective. Int Emerg Nurs. 2016;26:26–31.
   PubMed Web of Science ®Google Scholar
• Varley A, Warren FC, Richards SH, et al. The effect of nurses’ preparedness and nurse practitioner status on triage call management in primary care: a secondary analysis of cross-sectional data from the ESTEEM trial. Int J Nurs Stud. 2016;58:12–20. Jun
   PubMed Web of Science ®Google Scholar
• Ebert JF, Huibers L, Christensen B, et al. Do callers to out-of-hours care misuse an option to jump the phone queue? Scand J Prim Health Care. 2019;37(2):207–217.
   PubMed Web of Science ®Google Scholar
• Thilsted SL, Egerod I, Lippert FK, et al. Relation between illness representation and self-reported degree-of-worry in patients calling out-of-hours services: a mixed-methods study in Copenhagen, Denmark. BMJ Open. 2018;8(9):e020401.
   PubMed Web of Science ®Google Scholar
• Rebnord IK, Sandvik H, Hunskaar S. Use of laboratory tests in out-of-hours services in Norway. Scand J Prim Health Care. 2012;30(2):76–80.
   PubMed Web of Science ®Google Scholar
• Rebnord IK, Sandvik H, Mjelle AB, et al. Out-of-hours antibiotic prescription after screening with C reactive protein: a randomised controlled study. BMJ Open. 2016;6(5):e011231.
   PubMed Web of Science ®Google Scholar
• Mohammed MA, Clements G, Edwards E, et al. Factors which influence the length of an out-of-hours telephone consultation in primary care: a retrospective database study. BMC Health Serv Res. 2012;12:430.
   PubMed Web of Science ®Google Scholar
• Kaminsky E, Röing M, Björkman A, et al. Telephone nursing in Sweden: a narrative literature review. Nurs Health Sci. 2017;19(3):278–286.
   PubMed Web of Science ®Google Scholar
• Kristoffersen JE, Lerum SV, Maurud H, et al. Pasientens primaerhelsetjeneste må ledes. Om ledelse av det medisinske tilbudet i kommunene. [Patients’ primary health care services need management. About leadership of medical facilites in the municipalities]. In: Jan Emil Kristoffersen SVL, Hedda Maurud TC, Aadel Heilemann, Sara Underland Mjelva, editors. Oslo: Den norske legeforening. 2017.
   Google Scholar
• Brean A. A permanent doctor with a fixed salary. Tidsskr nor Laegeforen. 2017;137(4):257.
   PubMed Web of Science ®Google Scholar
• Sandvik H, Hunskår S, Diaz E. Use of emergency medical services by patients encompassed by the Regular GP scheme. Tidsskr nor Laegeforen. 2012;132(20):2272–2276.
   PubMedGoogle Scholar
• Ruud SE, Hjortdahl P, Natvig B. Reasons for attending a general emergency outpatient clinic versus a regular general practitioner – a survey among immigrant and native walk-in patients in Oslo, Norway. Scand J Prim Health Care. 2017;35(1):1 35-45.
   PubMed Web of Science ®Google Scholar
• Gamst-Jensen H, Lippert FK, Egerod I. Under-triage in telephone consultation is related to non-normative symptom description and interpersonal communication: a mixed methods study. Scand J Trauma Resusc Emerg Med. 2017;25(1):52.
   PubMed Web of Science ®Google Scholar
• Njeru JW, Damodaran S, North F, et al. Telephone triage utilization among patients with limited English proficiency. BMC Health Serv Res. 2017;17(1):706.
   PubMed Web of Science ®Google Scholar
• Hansen EH, Hunskaar S. Understanding of and adherence to advice after telephone counselling by nurse: a survey among callers to a primary emergency out-of-hours service in Norway. Scand J Trauma Resusc Emerg Med. 2011;19:48.
   PubMed Web of Science ®Google Scholar
• Malterud K, Siersma VD, Guassora AD. Sample size in qualitative interview studies: Guided by information power. Qual Health Res. 2016;26(13):1753–1760.
   PubMed Web of Science ®Google Scholar