Components, skills and training for conducting initial telephone consultations in primary care: a scoping review protocol

Cooper, Kay; Alexander, Lyndsay

doi:10.11124/jbisrir-2017-003527

Cited by 2 publications

(1 citation statement)

References 16 publications

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“…The current review was guided by an a-priori protocol 7 incorporating Joanna Briggs Institute scoping review methodology. 8 The inclusion criteria for this review were Participants -any study focusing on any qualified healthcare practitioner working within primary care services; Concept -was any initial telephone consultation within primary care; Context -was primary care within developed nations defined as having very high human development.…”

Section: Methodsmentioning

confidence: 99%

Conducting initial telephone consultations in primary care

Cooper

Alexander

2019

International Journal of Evidence-Based Healthcare

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Background: Telephone consultations are increasingly used in primary care to deliver healthcare services to patients. However, there has been no review produced which identifies and maps the elements of the components, skills and training required for delivering telephone consultations in primary care. This review maps the evidence and can be used to inform clinical service and staff development.Method: A scoping review was conducted using Joanna Briggs Institute methodology. Inclusion criteria for this review included: Participants -any study focusing on any qualified healthcare practitioner working within primary care services; Concept -was any initial telephone consultation within primary care; Context -was primary care within developed nations defined as having very high human development. A three-step search strategy was adopted to include published and unpublished literature in English from 2002 to 2017. Results:The search identified 3378 sources of literature. Two independent reviewers screened titles and abstracts then full text against the inclusion criteria, which resulted in 18 articles included in this scoping review. Data were extracted by two independent reviewers relevant to the review question: components, skills and training in telephone consultations. The 18 articles involved five countries, 144 healthcare professionals and between 55 and 1506 patients.The key attributes for telephone consultations (components, skills and training) were synthesized into tabular display and provide guidance on the main elements required for providing this service in primary care.

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Section: Methodsmentioning

confidence: 99%

Conducting initial telephone consultations in primary care

Cooper

Alexander

2019

International Journal of Evidence-Based Healthcare

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The Development of a Video Intervention to Improve Senior Medical Students’ Performance on Outpatient Telephone Encounters: a Delphi Analysis and Randomized Controlled Trial

et al. 2021

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Introduction Postgraduate trainees address outpatient telephone calls (OTCs) with little prior training. This study determines the skills necessary for OTCs and examines whether a video intervention improves medical students’ performance on simulated OTCs. Materials and Methods We utilized a Delphi technique to determine skills needed for OTCs and created a 9-min video teaching these skills. Senior medical students were randomized to Intervention (viewed video) and Control (did not view video) groups. Students were assessed pre-/post-intervention on simulated OTCs. The primary outcome was the between-group difference in improvement. Results The Delphi yielded 34 important skills with the highest focus on communication ( n = 13) and triage ( n = 6). Seventy-two students completed assessments (Control, n = 41; Intervention, n = 31). The score (mean ± SD) improved 4.3% in the Control group (62.3 ± 14.3% to 66.6 ± 25.0%) and 12.2% in the Intervention group (60.7 ± 15.2% to 72.9 ± 20.4%, p = 0.15). The effect size measured by Cohen’s d was 0.55, considered effective (> 0.33) for an educational intervention. Conclusions This project fills a gap in OTC training. The use of the Delphi technique, intervention development based on the results, and evaluation of efficacy is a process that could be reproduced for other educational gaps. Supplementary Information The online version contains supplementary material available at 10.1007/s40670-021-01331-w.

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Components, skills and training for conducting initial telephone consultations in primary care: a scoping review protocol

Cited by 2 publications

References 16 publications

Conducting initial telephone consultations in primary care

Conducting initial telephone consultations in primary care

The Development of a Video Intervention to Improve Senior Medical Students’ Performance on Outpatient Telephone Encounters: a Delphi Analysis and Randomized Controlled Trial

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