ArticleBJGP open2025
Exploring two-step and one-step urgent care telephone triage: a UK-based semi-structured interview study.
Article in BJGP open, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 1 paper.
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Who cites it
1 citing paper in PubMed.
- "Stay Calm and Pick Up Signs to Understand the Cause": Registered Nurses Use Multiple Strategies for Handling Difficult Emergency Calls.Journal of nursing management · 2026Article
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Authors and funding
4 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundThere are two models of urgent care telephone triage in the UK: one-step triage that is conducted by a clinician, and two-step triage involving an initial triage by a non-clinical call adviser followed by a secondary clinician triage. Both models may involve digital triage (computerised decision support). Little is known about patient experiences of receiving two-step triage.
aimTo explore patients' and carers' experiences of two-step triage in relation to experiences of one-step triage. DESIGN &
settingSemi-structured interviews were conducted between July 2021 and February 2022 with patients and carers who had undergone one-step or two-step urgent care triage in England or Northern Ireland.
methodData were thematically analysed; Oben's conceptual framework of patient experience was used to interpret findings. Findings were reported in line with the Standards for Reporting Qualitative Research framework.
resultsIn total, 25 patients or carers were interviewed. Complexity, delays, and frustration were described in relation to two-step triage. Communication with non-clinicians was often experienced as scripted and inflexible, while communication with clinicians was described as more natural and empathetic. Reassurance experienced during triage enabled some patients to stay home without seeking further care.
conclusionMinimising the complexity experienced by patients should be factored into planning two-step triage services. Further research should explore how digital triage can be adapted to promote more natural flow of communication and how empathetic communication during triage may enable self-care. Training for clinicians should emphasise such communication and the importance of giving sufficient time to patients during triage.
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