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Agreement on urgency assessment between secretaries and general practitioners: an observational study in out-of-hours

H Philips¹, J Van Bergen, L Huibers

¹Department of Primary and Interdisciplinary Care, University of Antwerp , Antwerp, Wilrijk, Belgium.

Acta Clinica Belgica

|March 31, 2015

Abstract

Background:

In some European countries telephone triage (TT) during out-of-hours primary care showed to be safe and effective. Other countries, such as Belgium, may not have trained auxiliary personnel while their national health services want to establish TT.

Objectives:

To compare urgency levels assessed by secretaries and general practitioners in one general practice cooperative in Belgium.

Methods:

Percentage of correct-, under-, and over-triage were calculated in total and per reason for encounter. Inter-rater agreement was investigated.

Results:

The secretaries correctly triaged (same urgency level) 77% of the telephone calls, under-triaged 10% and over-triaged 13%.'Shortness of breath', 'skin cuts', 'chest pain', 'feeling unwell' and 'syncope' were often under-triaged.

Conclusion:

Before introducing TT, auxiliary staff should be trained and protocols should be used.

Keywords:

After hours care Family practice General practitioners Patient safety Triage

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