ArticlePloS one2022
"We can't do without it": Parent and call-handler experiences of video triage of children at a medical helpline.
Article in PloS one, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 15 papers, 1 of them a synthesis that pooled it.
What it found
Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.
The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.
Who cites it
15 citing papers in PubMed, 1 synthesis or guideline pooled it, 23 citations in OpenAlex.
- Factors affecting communication during telephone triage in medical call centres: a mixed methods systematic review.Systematic reviews · 2024Pooled it
- Video triage in calls concerning children with fever at an out-of-hours medical helpline: a prospective quality improvement study.Scandinavian journal of trauma, resuscitation and emergency medicine · 2023Trial
- Telehealth and access to acute primary care in Europe: Balancing opportunity and equity.The European journal of general practice · 2026Article
- Video-supported telephone triage in emergency primary healthcare: an observational study from Norway.BMJ open · 2026Observational
- GP characteristics and video use in out-of-hours primary care: a register-based study.BJGP open · 2025Article
- Impact of video service failure on triage outcomes in Danish out-of-hours primary care: a register-based study across four regions.BMJ open · 2025Observational
- Trade-offs between Accessibility and Practicality in Global Telemedicine: A Systematic Review.Iranian journal of public health · 2025Review
- Article
- Medical dispatchers' experience with live video during emergency calls: a national questionnaire study.BMC health services research · 2024Article
- The Added Value of Using Video in Out-of-Hours Primary Care Telephone Triage Among General Practitioners: Cross-Sectional Survey Study.JMIR human factors · 2024Article
- Article
- Use of Video in Telephone Triage in Out-of-Hours Primary Care: Register-Based Study.JMIR medical informatics · 2024Article
- Enhancing Aotearoa, New Zealand's Free Healthline Service through Image Upload Technology.International journal of telemedicine and applications · 2024Article
- How and why are video consultations used in urgent primary care settings in the UK? A focus group study.BJGP open · 2023Article
- Video triage of children with respiratory symptoms at a medical helpline is safe and feasible-a prospective quality improvement study.PloS one · 2023Article
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
9 authors at 4 institutions in 1 country.
Funding
Abstract
backgroundPediatric out-of-hours calls are common, as parents worry and seek reassurance and shared responsibility. Nevertheless, most children assessed in this context are not seriously ill. Conventional telephone triage lacks visual cues and is further limited by third part communication in calls concerning children. We investigated implementation of video triage in two previous studies. The aim of the present study was to investigate 1) How video triage versus telephone triage in children was experienced by parents and call-handlers, and 2) call-handlers' evaluation of the video triage projects.
methodsWe triangulated data from surveys and interviews in five sub-studies. Sub-study 1: Parents' experience of video triage reported in closed-ended questionnaire items using quantitative analysis; Sub-study 2: Parents' experience of video triage reported as questionnaire free-text using qualitative content analysis; Sub-study 3: Call-handlers' experience of video triage reported in closed-ended questionnaire items using quantitative analysis; and Sub-studies 4 and 5: Individual interviews of call-handlers' experience of 1) video triage using thematic analysis and 2) the video triage project using process evaluation.
resultsMost parents' comments regarding video triage were positive (n = 164, 83%). Video triage was perceived as reassuring and reducing the likelihood of misunderstandings and unnecessary hospital visits. Call-handlers experienced that video triage improved patient assessment and caller reassurance. Some call-handlers complained that the time allocated for study participation was inadequate and requested a more accessible video set-up. Both parents and call-handlers were significantly more satisfied and reassured after video triage than after telephone triage and suggested video triage as a permanent option.
conclusionVideo triage was appreciated by parents and call-handlers and was recommended as a permanent option. The call-handlers suggested that designated time for participation in the studies would have been desirable in this busy call-center. We recommend video triage as a contemporary solution in out-of-hours service.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.