Safety of Clinical and Non-Clinical Decision Makers in Telephone Triage: A Narrative Review

Patient safety is a persistent problem in telephone triage research; however, studies have not differentiated between clinicians’ and non-clinicians’ respective safety. Currently, four groups of decision makers perform aspects of telephone triage: clinicians (physicians, nurses), and non-clinicians (emergency medical dispatchers (EMD) and clerical staff). Using studies published between 2002–2012, we applied Donabedian’s structure-process-outcome model to examine groups’ systems for evidence of system completeness (a minimum measure of structure and quality). We defined system completeness as the presence of a decision maker and four additional components: guidelines, documentation, training, and standards. Defining safety as appropriate referrals (AR) – (right time, right place with the right person), we measured each groups’ corresponding AR rate percentages (outcomes). We analyzed each group’s respective decision-making process as a safe match to the telephone triage task, based on each group’s system structure completeness, process and AR rates (outcome). Studies uniformly noted system component presence: nurses (2-4), physicians (1), EMDs (2), clerical staff (1). Nurses had the highest average appropriate referral (AR) rates (91%), physicians’ AR (82% average). Clerical staff had no system and did not perform telephone triage by standard definitions; EMDs may represent the use of the wrong system. Telephone tria...
Source: Journal of Telemedicine and Telecare - Category: Information Technology Authors: Tags: RESEARCH/Review Article Source Type: research