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Calling for confirmation, reassurance, and direction: Investigating patient compliance after accessing a telephone triage advice service

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Siddiqui, N ORCID: 0000-0002-1841-3095, Greenfield, D ORCID: 0000-0002-0927-6025 and Lawler, A 2019 , 'Calling for confirmation, reassurance, and direction: Investigating patient compliance after accessing a telephone triage advice service' , International Journal of Health Planning and Management , pp. 1-11 , doi: 10.1002/hpm.2934.

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Abstract

Understanding the influence of a telephone triage advice service (TTAS) on patients seeking care is critical to realize enhancements in patient care, functioning of emergency departments (EDs), and effectiveness of the health system. This study addresses the question: what influence does a TTAS have on a patient's attendance at an ED and the wider health system? Records from 2016 to 2017 of 12,741 calls from a national TTAS were linked to 72,577 ED presentations to a hospital in regional Australia, retrospectively. Matching criteria included patient within the hospital's statistical local area code, age, gender, and ED attendance within 8 hours of TTAS call. Five statistical analyses of the data were conducted. There were 2857 matches. TTAS patients accessing the ED had a slightly higher proportion of women and a greater proportion of children under 4 years than usual. When TTAS confirmed callers' inclination for ED care, however only up to 69% subsequently attended the ED. When TTAS redirected others initially less inclined to more urgent care, up to 62% attended the ED. TTAS empowers vulnerable patients to access appropriate and timely services and promotes clinical and functional integration of care. Improvements of TTAS can come through investigation of callers' compliance factors.

Item Type: Article
Authors/Creators:Siddiqui, N and Greenfield, D and Lawler, A
Keywords: appropriate care, care integration, emergency department, health system, telephone triage advice service
Journal or Publication Title: International Journal of Health Planning and Management
Publisher: John Wiley & Sons Ltd.
ISSN: 0749-6753
DOI / ID Number: 10.1002/hpm.2934
Copyright Information:

© 2019 John Wiley & Sons, Ltd.This is the pre-peer reviewed version of the following article: Siddiqui, N, Greenfield, D, Lawler, A. Calling for confirmation, reassurance, and direction: Investigating patient compliance after accessing a telephone triage advice service. Int J Health Plann Mgmt. 2019; 1– 11, which has been published in final form at https://doi.org/10.1002/hpm.2934. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions.

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