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Scandinavian Journal of Primary Health Care Volume 34, 2016 - Issue 1
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Research Article

Telephone triage in general practices: A written case scenario study in the Netherlands

Marleen SmitsRadboud University Medical Center, Radboud Institute for Health Sciences, Scientific Center for Quality of Health Care (IQ healthcare), Nijmegen, The Netherlands; Correspondence[email protected]
,
Suzan HanssenRadboud University Medical Center, Radboud Institute for Health Sciences, Scientific Center for Quality of Health Care (IQ healthcare), Nijmegen, The Netherlands;
,
Linda HuibersRadboud University Medical Center, Radboud Institute for Health Sciences, Scientific Center for Quality of Health Care (IQ healthcare), Nijmegen, The Netherlands; ;Research Unit for General Practice, Aarhus University, Aarhus, Denmark
&
Paul GiesenRadboud University Medical Center, Radboud Institute for Health Sciences, Scientific Center for Quality of Health Care (IQ healthcare), Nijmegen, The Netherlands;
Pages 28-36 | Received 20 Apr 2015, Accepted 12 Dec 2015, Published online: 19 Feb 2016

References

  • Huibers L, Keizer E, Giesen P, et al. Nurse telephone triage: good quality associated with appropriate decisions. Fam Prac. 2012;29:547–552.
  • Huibers L. Out-of-hours primary care and the quality of telephone triage (dissertation). Nijmegen: Radboud Universiteit; 2011.
  • Campbell J, Fletcher E, Britten N, et al. Telephone triage for management of same-day consultation requests in general practice (the ESTEEM trial): a cluster randomised controlled trial and cost-consequence analysis. Lancet. 2014;384:1859–1868.
  • Giesen P, Smits M, Huibers L, et al. Quality of after-hours primary care in the Netherlands: a narrative review. Ann Int Med. 2011;155:108–113.
  • 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;16:181–184.
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  • Nederlands Triage Systeem. NTS, 2009. [cited Oct 2015]. Available at: http://www.de-nts.nl.
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  • Peters Y, Smits M, Giesen P. Zorgconsumptie op de huisartsenpost. Wat is de samenhang met huisarts- en praktijkkenmerken? [Use of the GP cooperative: what is the association with characteristics of the GP and general practice?]. Nijmegen: IQ Healthcare, Radboud UMC; 2013.
  • Seiger N, van Veen M, Steyerberg EW, et al. Undertriage in the Manchester triage system: an assessment of severity and options for improvement. Arch Dis Child. 2011;96:653–657.
  • Goransson K, Ehrenberg A, Marklund B, Ehnfors M. Accuracy and concordance of nurses in emergency department triage. Scand J Caring Sci. 2005;19:432–8.
  • Moriarty H, McLeod D, Dowell A. Mystery shopping in health service evaluation. Br J Gen Pract. 2003;53:942–946.
  • O’Cathain A, Nicholl J, Sampson F, Walters S, McDonnell A, Munro J. Do different types of nurses give different triage decisions in NHS Direct? A mixed methods study. J Health Serv Res Pol. 2004;9:226–233.
  • Allan J, Farquharson B, Johnston D, et al. Stress in telephone helpline nurses is associated with failures of concentration, attention and memory, and with more conservative referral decisions. Br J Psychol. 2014;105:200–213.

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