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Tijdschrift voor gezondheidswetenschappen

, Volume 94, Issue 8, pp 296–299 | Cite as

Veiligheid en doelmatigheid van telefonische triage op de Nederlandse huisartsenpost

  • Linda Huibers
  • Marleen Smits
  • Michel Wensing
  • Paul Giesen
Forum

Samenvatting

Op huisartsenposten doen triagisten telefonische triage om de urgentie en benodigde hulpverleningsinzet te bepalen. In de beginjaren waren er twijfels over de veiligheid van triage; sindsdien is de triage verder geprofessionaliseerd. In de afgelopen 15 jaar is het nodige gebeurd om tot verbetering te komen. Dit artikel biedt een overzicht van Nederlands onderzoek naar de veiligheid en doelmatigheid van telefonische triage, ontwikkelingen en aanbevelingen voor de toekomst.

Abstract

Safety and efficiency of telephone triage in Dutch GP cooperatives

Background:

In general practitioner cooperatives (GP cooperatives) triage nurses perform telephone triage to determine the urgency and required type of care for patients. At the start, there were concerns about the safety of triage, but since then triage has further professionalized.

Aim:

Giving an overview of Dutch research into the safety and efficiency of telephone triage, trends and recommendations for the future.

Research:

Studies in the early years of the GP cooperative found an urgency underestimation of 19% and 41%. Triagists did not ask enough questions and their communication was not enough patient oriented. The quality of a triage conversation showed to be positively related to the correctness of the triage decisions. In 2.4% of the contacts at GP cooperatives, a patient safety incident occurred, of which a third was related to triage. The efficiency could potentially improve: half of the patients had a follow-up contact with a health professional after contact with the GP cooperative. The deployment of a telephone doctor seemed to contribute to safe and efficient care.

Trends and recommendations: Research into the quality of triage from the beginning of the GP cooperatives shows possibilities for improvement. Since then, all GP cooperatives use a triage system (NTS) and a national triage observation instrument has recently been implemented. Recent research on the quality of triage is scarce. Possible research topics include: quality of triage with NTS, added value of the telephone doctor and quality of face-to-face triage.

triage after-hours care primary care safety efficiency 

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Copyright information

© Bohn Stafleu van Loghum 2016

Authors and Affiliations

  • Linda Huibers
    • 1
  • Marleen Smits
    • 1
  • Michel Wensing
    • 1
  • Paul Giesen
    • 1
  1. 1.Radboud Institute for Health Sciences, Scientific Center for Quality of HealthcareRadboudumcNijmegenNetherlands

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