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Identifying performance indicators to measure overall performance of telephone triage – a scoping review.
- Source :
- Scandinavian Journal of Primary Health Care; Mar2024, Vol. 42 Issue 1, p38-50, 13p
- Publication Year :
- 2024
-
Abstract
- This article aims to summarize performance indicators used in telephone triage services research, and make recommendations for the selection of valid indicators to measure the performance of telephone triage. We describe what kind of frameworks, performance indicators, or variables have been used for evaluating telephone triage performance by systematically mapping the telephone triage performance measurement. The objective was to find measures for each Triple Aim dimension. A scoping review method was used following Joanna Briggs Institute guidelines. Using this method, we defined indicators to measure the performance of telephone triage. We used the Triple Aim framework to identify indicators to measure the overall performance of telephone triage. The Triple Aim framework consists of improving the patient experience of care, improving the health of populations, and reducing cost per capita. The scoping review was performed using CINAHL, Medline, EBSCOhost, and PubMed electronic databases. The eligibility criterion was research published in English between 2015 and 2023. The inclusion focused on the use and performance of telephone triage services and system-focused studies. A total of 1098 papers were screened for inclusion, with 57 papers included in our review. We identified 13 performance indicators covering all Triple Aim dimensions: waiting times, access, patient satisfaction, the accuracy of triage decision, severity and urgency of the symptoms, triage response, patient compliance with the advice given, follow-up healthcare service use, and running costs of service. We didn't find any earlier framework covering all Triple Aim dimensions properly. Measuring the performance of telephone triage requires an extensive and comprehensive approach. We presented performance indicators that may be included in the framework for measuring the performance of telephone triage to support overall performance measurements of telephone triage. [ABSTRACT FROM AUTHOR]
- Subjects :
- MEDICAL quality control
CINAHL database
ONLINE information services
PATIENT aftercare
MEDICAL triage
KEY performance indicators (Management)
HEALTH services accessibility
SYSTEMATIC reviews
PATIENT satisfaction
HOSPITAL costs
COST control
CONCEPTUAL structures
SEVERITY of illness index
MEDICAL care use
CLINICAL medicine
QUALITY assurance
LITERATURE reviews
MEDLINE
PATIENT compliance
EMERGENCY nursing
TELENURSING
Subjects
Details
- Language :
- English
- ISSN :
- 02813432
- Volume :
- 42
- Issue :
- 1
- Database :
- Complementary Index
- Journal :
- Scandinavian Journal of Primary Health Care
- Publication Type :
- Academic Journal
- Accession number :
- 175301428
- Full Text :
- https://doi.org/10.1080/02813432.2023.2283188