Multi-method approach to the development of contextual telephone triage systems

Area of Science:

• Emergency Medicine
• Health Systems Research
• Global Health

Background:

• Limited emergency medical services (EMS) resources in low- and middle-income countries necessitate efficient resource allocation.
• Existing telephone triage systems are often not validated for diverse African contexts, are costly, and have moderate diagnostic accuracy.
• Inappropriate emergency responses can increase operational costs, response times, and negatively impact patient outcomes.

Purpose of the Study:

• To describe a multi-method approach for developing context-specific telephone triage systems.
• To create a replicable or adaptable framework for telephone triage system development in various global settings.

Main Methods:

• A seven-step iterative process: understanding context, qualitative and quantitative data review, algorithm and script development, accuracy testing, refinement, and implementation with training.
• Integration of qualitative content analysis, classification and regression models, and diagnostic accuracy studies.
• Focus on developing contextually relevant and validated systems.

Main Results:

• The proposed multi-method approach facilitates the iterative development of telephone triage systems tailored to specific contexts.
• Successful development and implementation can guide dispatch decision-making effectively.
• The methodology combines diverse analytical techniques for robust system creation.

Conclusions:

• Accurate and contextual telephone triage systems can significantly improve EMS efficiency and reduce costs.
• Implementation of these systems can lead to better patient outcomes in resource-limited environments.
• The described approach offers a replicable model for developing essential EMS tools globally.