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Self-rated worry in acute care telephone triage: a mixed-methods study
Hejdi Gamst-Jensen1, Linda Huibers2, Kristoffer Pedersen3
1Emergency Medical Services, University of Copenhagen, Copenhagen.
Summary
Callers can effectively rate their worry during telephone triage for acute care. Increased caller worry, particularly among females and those with longer symptom duration, significantly influences triage outcomes, leading to more face-to-face consultations.
Area of Science:
- Emergency Medicine
- Health Services Research
- Patient Experience
Background:
- Telephone triage is crucial for assessing acute illness and injury.
- Existing triage tools often overlook the caller's perspective on urgency.
- This study investigates callers' perception of urgency, specifically their degree of worry.
Purpose of the Study:
- To assess callers' ability to quantify their level of worry.
- To examine the association between worry and caller-related variables.
- To determine the impact of worry on triage outcomes and its thematic content.
Main Methods:
- A mixed-methods study utilizing a simultaneous convergent design.
- Analysis of 180 calls to a Danish out-of-hours service.
- Quantitative data (age, sex, reason, duration, outcome, worry scale) and qualitative data (audio recordings) were collected.
Main Results:
- Most callers (170/180) could rate their worry (median=3).
- Higher worry correlated with female sex and symptom duration over 24 hours.
- Increased worry significantly predicted face-to-face consultations; thematic content ranged from mild bother to distress.
Conclusions:
- Callers are capable of rating their degree of worry during telephone triage.
- A patient-centered approach incorporating worry assessment is feasible for out-of-hours telephone triage systems.
- This highlights the importance of incorporating patient-reported urgency in clinical decision-making tools.
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