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Computer-supported telephone nurse triage: An evaluation of medical quality and costs
Research and Development Unit, Primary Health Care, Halland, Finland, Department of Primary Health Care, Sahlgrenska Academy, Göteborg University, Göteborg, Sweden, Research and Development Unit, Primary Health Care, PO Box 113, SE-311 22 Falkenberg, Sweden.
Ström, M., Research and Development Unit, Primary Health Care, Halland, Finland.
Månsson, J., Research and Development Unit, Primary Health Care, Halland, Finland, Department of Primary Health Care, Sahlgrenska Academy, Göteborg University, Göteborg, Sweden.
Linköping University, Faculty of Health Sciences. Linköping University, Department of Medicine and Health Sciences, General Practice. Östergötlands Läns Landsting, Local Health Care Services in the West of Östergötland, Unit of Research and Development in Local Health Care, County of Östergötland.
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2007 (English)In: Journal of Nursing Management, ISSN 0966-0429, E-ISSN 1365-2834, Vol. 15, no 2, 180-187 p.Article in journal (Refereed) Published
Abstract [en]

Aim: To evaluate a telephone nurse triage model in terms of appropriateness of referrals to the appropriate level of care, patient's compliance with given advice and costs. Background: A key concern in each telephonic consultation is to evaluate if appropriate. Method: An evaluative design in primary health care with consecutive patients (N = 362) calling telephone nurse triage between November 2002 and February 2003. Results: The advice was considered adequate in 325 (97.6%) cases. The patients' compliance with self-care was 81.3%, to primary health care 91.1% and to Accident and Emergency department 100%. The nurses referred self-care cases (64.7%) and Accident and Emergency cases (29.6%) from a less adequate to an appropriate level of care. The cost saving per call leading to a recommendation of self-care was €70.3, to primary health care €24.3 and to Accident and Emergency department €22.2. Conclusions The telephone nurse triage model showed adequate guidance for the patients concerning level of care and released resources for the benefit of both patients and the health care system. © 2007 The Authors. Journal compilation 2007 Blackwell Publishing Ltd.

Place, publisher, year, edition, pages
2007. Vol. 15, no 2, 180-187 p.
Keyword [en]
Costs, Level of care, Primary health care, Quality, Telephone nurse triage
National Category
Medical and Health Sciences
Identifiers
URN: urn:nbn:se:liu:diva-48000DOI: 10.1111/j.1365-2834.2007.00659.xOAI: oai:DiVA.org:liu-48000DiVA: diva2:268896
Available from: 2009-10-11 Created: 2009-10-11 Last updated: 2017-12-13

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Borgquist, Lars

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Faculty of Health SciencesGeneral PracticeUnit of Research and Development in Local Health Care, County of Östergötland
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