OBJECTIVE: Evaluate the ability of a telephone triage service (TTS) to assess illness acuity of and patient compliance with advice given. DESIGN: Retrospective, observational study. PATIENTS: Patients of an urban, academic, pediatric clinic whose parents or caregivers called the TTS between July 23, 1997 and August 23, 1997. OUTCOME MEASURES: Patient outcomes and visit information at related medical encounters subsequent to a TTS call. RESULTS: Patients were primarily African-American, under age 5, enrolled in a Medicaid HMO, and most often called for fever, HMO authorization, or asthma. Homecare and PED referrals were the two most frequent dispositions; overall compliance rate was 60%. No patient referred for non-emergent care required care on an urgent or emergent basis. CONCLUSIONS: Initial results suggest that the TTS can effectively evaluate illness acuity in an urban population and compliance with advice is reasonable. A TTS may offer significant benefits to ensure care quality and contain costs in this population.
OBJECTIVE: Evaluate the ability of a telephone triage service (TTS) to assess illness acuity of and patient compliance with advice given. DESIGN: Retrospective, observational study. PATIENTS: Patients of an urban, academic, pediatric clinic whose parents or caregivers called the TTS between July 23, 1997 and August 23, 1997. OUTCOME MEASURES: Patient outcomes and visit information at related medical encounters subsequent to a TTS call. RESULTS:Patients were primarily African-American, under age 5, enrolled in a Medicaid HMO, and most often called for fever, HMO authorization, or asthma. Homecare and PED referrals were the two most frequent dispositions; overall compliance rate was 60%. No patient referred for non-emergent care required care on an urgent or emergent basis. CONCLUSIONS: Initial results suggest that the TTS can effectively evaluate illness acuity in an urban population and compliance with advice is reasonable. A TTS may offer significant benefits to ensure care quality and contain costs in this population.
Authors: Kyle A Nelson; Donna Freiner; Jane Garbutt; Kathryn Trinkaus; Julie Bruns; Randal Sterkel; Sharon R Smith; Robert C Strunk Journal: Telemed J E Health Date: 2009 Jul-Aug Impact factor: 3.536