Telephone triage utilization among patients with limited English proficiency

Njeru, Jane W.; Damodaran, Swathi; North, Frederick; Jacobson, Debra J.; Wilson, Philip; Sauver, Jennifer L. St.; Breitkopf, Carmen Radecki; Wieland, Mark L.

doi:10.1186/s12913-017-2651-z

Cited by 24 publications

(29 citation statements)

References 39 publications

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“…One study of adults in an academic primary care practice showed that patients with LEP who received advice from a nurse-led telephone triage system were more likely to receive recommendations for higher acuity of care and were more likely to disagree with recommendations that were given. 9 Future research should include primary care patients utilizing telephone advice and presenting to the clinic for all visits as well as those patients presenting to the emergency room. The latter group may be particularly at risk and may face the most barriers because they may rarely utilize primary care services.…”

Section: Clinic Openmentioning

confidence: 99%

“…8 Less is known specifically about access to primary care pediatric telephone advice for families who do not usually speak English at home; however, one study of calls to a nurse triage system showed that adult LEP patients were more likely to receive recommendations for higher acuity care and were more likely to disagree with recommendations from the nurse. 9 Our primary objective was to characterize the use of pediatric primary care telephone advice by families whose usual language spoken at home is not English. Specifically, we sought to determine if families whose usual language is not English are less likely to seek or obtain telephone advice, if language is a barrier to obtaining telephone advice, and if these barriers affect care-seeking behaviors.…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Use of Pediatric Primary Care Telephone Advice by Families Whose Usual Language Spoken at Home Is Not English

Watts

Hajjar

Dowla

et al. 2018

Clin Pediatr (Phila)

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Language barriers and access to telephone advice have been shown to affect patient care. Less is known about access to telephone advice for families whose usual language is not English. The objective was to characterize the use of pediatric primary care telephone advice by families based on usual language spoken at home. A total of 277 surveys were completed by families presenting for sick visits at an academic pediatric primary care practice. No meaningful differences in the use of telephone advice when a child was sick were found by language category. Overall, 80.5% reported calling the clinic first when the clinic was open, but 77.6% went to the emergency department when the clinic closed. In conclusion, use of telephone advice was similar among families regardless of usual language. Most families reported going to the emergency department when the clinic was closed. More research is needed to identify barriers to the use of telephone advice, particularly after hours.

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Section: Clinic Openmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Use of Pediatric Primary Care Telephone Advice by Families Whose Usual Language Spoken at Home Is Not English

Watts

Hajjar

Dowla

et al. 2018

Clin Pediatr (Phila)

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“…Within urgent care, different types of services utilise telephone-based digital triage, including national or regional help-lines, out-of-hours centres and emergency care providers. Examples of telephone-based services include England's National Health Service (NHS) 111 service, Scotland's NHS 24 service, Denmark's medical help line (MH1813), Australia's HealthDirect and the MayoClinic telephone service based in the USA [4][5][6][7][8][9].…”

Section: Introductionmentioning

confidence: 99%

An evaluation of service user experience, clinical outcomes and service use associated with urgent care services that utilise telephone-based digital triage: a systematic review protocol

2021

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Background Telephone-based digital triage is widely used by services that provide urgent care. This involves a call handler or clinician using a digital triage tool to generate algorithm-based care advice, based on a patient’s symptoms. Advice typically takes the form of signposting within defined levels of urgency to specific services or self-care advice. Despite wide adoption, there is limited evaluation of its impact on service user experience, service use and clinical outcomes; no previous systematic reviews have focussed on services that utilise digital triage, and its impact on these outcome areas within urgent care. This review aims to address this need, particularly now that telephone-based digital triage is well established in healthcare delivery. Methods Studies assessing the impact of telephone-based digital triage on service user experience, health care service use and clinical outcomes will be identified through searches conducted in Medline, Embase, Cumulative Index to Nursing and Allied Health Literature (CINAHL), Web of Science and Scopus. Search terms using words relating to digital triage and urgent care settings (excluding in-hours general practice) will be used. The review will include all original study types including qualitative, quantitative and mixed methods studies; studies published in the last 20 years and studies published in English. Quality assessment of studies will be conducted using the Mixed Methods Appraisal Tool (MMAT); a narrative synthesis approach will be used to analyse and summarise findings. Discussion This is the first systematic review to evaluate service user experience, service use and clinical outcomes related to the use of telephone-based digital triage in urgent care settings. It will evaluate evidence from studies of wide-ranging designs. The narrative synthesis approach will enable the integration of findings to provide new insights on service delivery. Models of urgent care continue to evolve rapidly, with the emergence of self-triage tools and national help lines. Findings from this review will be presented in a practical format that can feed into the design of digital triage tools, future service design and healthcare policy. Systematic review registration This systematic review is registered on the international database of prospectively registered systematic reviews in health and social care (PROSPERO 2020 CRD42020178500).

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“…Comparing the impact and outcomes is fraught, as many studies are dated; sparse; variable for time periods; reflect different health systems; focus on differing service availability (during work hours or after hours); and, differ in triage models (nursing vs medical staff). Various studies on the topic have been conducted across a range of health systems and time periods though, including the United Kingdom, Canada, Switzerland, the United States, the Netherlands, Pakistan, Denmark, and Australia …”

Section: Introductionmentioning

confidence: 99%

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

Siddiqui

Greenfield

Lawler

2019

Health Planning & Management

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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. K E Y W O R D S appropriate care, care integration, emergency department health system, telephone triage advice service

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Telephone triage utilization among patients with limited English proficiency

Cited by 24 publications

References 39 publications

Use of Pediatric Primary Care Telephone Advice by Families Whose Usual Language Spoken at Home Is Not English

Use of Pediatric Primary Care Telephone Advice by Families Whose Usual Language Spoken at Home Is Not English

An evaluation of service user experience, clinical outcomes and service use associated with urgent care services that utilise telephone-based digital triage: a systematic review protocol

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

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