ArticleScandinavian journal of primary health care2019
Quality of out-of-hours telephone triage by general practitioners and nurses: development and testing of the AQTT - an assessment tool measuring communication, patient safety and efficiency.
Article in Scandinavian journal of primary health care, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 17 papers, 1 of them a synthesis that pooled it.
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Who cites it
17 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Factors affecting communication during telephone triage in medical call centres: a mixed methods systematic review.Systematic reviews · 2024Pooled it
- Impact of a Prototype Combining Recommender Functionality With Structured Documentation on Operator Performance in Calls to Medical Communication Centers: Quasi-Experimental Feasibility Study.JMIR formative research · 2026Article
- Observational
- Evaluation of the performance of telephone triage service.Scandinavian journal of trauma, resuscitation and emergency medicine · 2025Article
- Applications of human factors approaches and methods to the development of teleconsultations in primary care: a systematic scoping review.BMJ open quality · 2025Article
- Ease pediatric emergency department crowding in Switzerland with high-quality telephone triage: a prospective multicenter study.Frontiers in pediatrics · 2025Article
- How Healthcare Providers Decide on a Referral Location in Telephone Triage: A Cross-sectional Study.Journal of general internal medicine · 2024Article
- Building a performance measurement framework for telephone triage services in Finland: a consensus-making study based on nominal group technique.Scandinavian journal of trauma, resuscitation and emergency medicine · 2024Article
- Identifying performance indicators to measure overall performance of telephone triage - a scoping review.Scandinavian journal of primary health care · 2024Article
- The telephone nursing dialogue process: an integrative review.BMC nursing · 2023Article
- Article
- Reliability of Dutch Obstetric Telephone Triage.Risk management and healthcare policy · 2021Article
- Validation of Dutch Obstetric Telephone Triage System: A Prospective Validation Study.Risk management and healthcare policy · 2021Article
- Article
- Article
- Acute care pathways for patients calling the out-of-hours services.BMC health services research · 2020Observational
- Observational
Corrections and comments
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Authors and funding
6 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
objectiveTo develop a valid and reliable assessment tool able to measure quality of communication, patient safety and efficiency in out-of-hours (OOH) telephone triage conducted by both general practitioners (GP) and nurses.
designThe Dutch KERNset tool was translated into Danish and supplemented with items from other existing tools. Face validity, content validity and applicability in OOH telephone triage (OOH-TT) were secured through a two-round Delphi process involving relevant stakeholders. Forty-eight OOH patient contacts were assessed by 24 assessors in test-retest and inter-rater designs.
settingOOH-TT services in Denmark conducted by GPs, nurses or doctors with varying medical specialisation. PATIENTS: Audio-recorded OOH patient contacts.
main outcome measuresTest-retest and inter-rater reliability were analysed using ICC
resultsMajor adaptations during the Delphi process were made. The 24-item assessment tool (Assessment of Quality in Telephone Triage - AQTT) measured communicative quality, health-related quality and four overall quality aspects. The test-retest ICC
conclusionThe AQTT demonstrated high face, content and construct validity, satisfactory test-retest reliability, reduced inter-rater reliability, but satisfactory percent agreement when differentiating between 'poor' and 'sufficient' quality. The AQTT was found feasible and clinically relevant for assessing the quality of GP- and nurse-led OOH-TT. KEYPOINTS Comparative knowledge is sparse regarding quality of out-of-hours telephone triage conducted by general practitioners and nurses. The assessment tool (AQTT) enables assessment of quality in OOH telephone triage conducted by nurses and general practitioners AQTT is feasible and clinically relevant for assessment of communication, patient safety and efficiency. AQTT can be used to identify areas for improvement in telephone triage.
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