Impact of a telephone triage service for non-critical emergencies in Switzerland: A cross-sectional study.

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State: Public
Version: author
License: CC BY 4.0
Serval ID
serval:BIB_52943DDD6F94
Type
Article: article from journal or magazin.
Collection
Publications
Institution
Title
Impact of a telephone triage service for non-critical emergencies in Switzerland: A cross-sectional study.
Journal
PloS one
Author(s)
Thierrin C., Augsburger A., Dami F., Monney C., Staeger P., Clair C.
ISSN
1932-6203 (Electronic)
ISSN-L
1932-6203
Publication state
Published
Issued date
2021
Peer-reviewed
Oui
Volume
16
Number
4
Pages
e0249287
Language
english
Notes
Publication types: Journal Article
Publication Status: epublish
Abstract
Telephone triage services (TTS) play an increasing role in the delivery of healthcare. The objective of this study was to characterize the adult users of a TTS for non-critical emergencies, describe the types of advice given and their subsequent observation, and assess the influence of TTS on the use of the healthcare system in a sanitary region of Switzerland.
Data from a TTS based in the French part of Switzerland were analyzed. This service consists of a medical contact center for non-critical emergencies, with trained nurses available 24/7. A random selection of 2,034 adult calls was performed between July and December 2018. Research students contacted users 2 to 4 weeks after the initial call and assessed sociodemographic and clinical data, as well as the impact of the advice received on the use of the healthcare system.
A sample of 412 users was included in the analyses. The average age was 49.0 (SD 20.4) years; 68.5% were women and 72.8% of Swiss origin. The two main recommendations provided by nurses were to consult the emergency department (ED) (44.6%, n = 184) and to contact a physician on duty (33.2%, n = 137). The majority of users followed the advice given by the nurses (substantial agreement [k = 0.79] with consulting the ED and perfect agreement [k = 0.87] with contacting a physician on duty). We calculated that calling the TTS could decrease the intention to visit the ED by 28.1%.
TTS for non-critical emergencies have the potential to decrease the use of ED services.
Pubmed
Web of science
Research datasets
Open Access
Yes
Create date
24/04/2021 14:56
Last modification date
22/06/2021 5:37
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