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Digital technologies in medical triage often improve performance but don't consistently reduce healthcare provider workload. These tools may redistribute tasks rather than decrease overall demands, requiring better evaluation methods.

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Area of Science:

  • Health Informatics
  • Human Factors Engineering
  • Healthcare Management

Background:

  • Digital technologies are increasingly used in medical triage to manage healthcare provider workload.
  • The impact of these technologies on workload remains poorly understood.
  • Existing research lacks systematic evaluation of workload in technology-supported triage.

Purpose of the Study:

  • To review how workload is conceptualized, addressed, and evaluated in technology-supported medical triage.
  • To identify gaps in current evaluation methods for digital triage tools.
  • To inform human-centered design and evaluation of these technologies.

Main Methods:

  • A scoping review following Joanna Briggs Institute methodology and PRISMA-ScR guidelines.
  • Searched six databases from 2020-2025.
  • Included 16 empirical studies from various triage settings.

Main Results:

  • Workload was mostly used as justification, not an explicit evaluation target.
  • Digital technologies were evaluated via self-report or performance metrics, inferring workload effects.
  • No studies systematically used physiological workload measures.
  • Technologies improved performance but didn't consistently reduce workload, sometimes adding demands.
  • Interventions tended to redistribute, not reduce, workload.

Conclusions:

  • Current evaluations of digital triage technologies do not adequately capture workload effects.
  • There's a need for systematic incorporation of workload measures, including physiological ones.
  • Future research should focus on human-centered design and evaluation aligned with technology functions.