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Related Experiment Videos

Healthline: do primary care doctors agree with the advice?

Ian St George1, Matthew Cullen, Michelle Branney

  • 1Healthline, Wellington, New Zealand. ian.stgeorge@healthline.co.nz

The New Zealand Medical Journal
|November 1, 2005
PubMed
Summary

Healthline nurse advice aligns closely with primary care doctors, indicating safe clinical decision support. Variation among doctors exceeded differences with Healthline advice in this study.

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Area of Science:

  • Medical Informatics
  • Primary Health Care
  • Clinical Decision Support Systems

Background:

  • Healthline provides telephone-based health advice to symptomatic callers.
  • Assessing the safety and agreement of remote health advice with in-person primary care is crucial.

Purpose of the Study:

  • To evaluate the concordance between Healthline's advice and recommendations from primary care physicians.
  • To determine the clinical safety of advice provided by Healthline nurses using specific software.

Main Methods:

  • Three primary care specialists independently reviewed 90 symptomatic Healthline call records.
  • Their advised course of action was compared against the advice given by Healthline nurses using Care Enhance Call Centre software.

Main Results:

  • Inter-physician variation in advice was greater than the variation between physicians and Healthline.
  • In 82% of cases, physician recommendations closely matched Healthline's triage.
  • In 99% of cases, physicians identified no patient risk, with one case attributed to nurse error.

Conclusions:

  • New Zealand primary care specialists found the Care Enhance Call Centre software, used by Healthline, to be clinically safe.
  • The decision support software assists nurses in providing safe and appropriate advice to callers.

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