Programme no. 110-WS
Quality Improvement
After-hours, telephone triage, primary care, organisation, quality
Linda Huibers*1, Morten Bondo Christensen*2, Gunnar Tschudi Bondevik*3, Charlotte Pedersen4
1Research Unit for General Practice,Aarhus University,Aarhus,Denmark;Scientific Institute for Quality of Healthcare,Radboudumc Nijmegen,Nijmegen,Netherlands, 2Research Unit for General Practice,Aarhus University,Aarhus,Denmark, 3Uni Research Health,National Centre for Emergency Primary Health Care,Bergen,Norway, 4Research Unit for General Practice,Aarhus University,Aarhus,Denmark
* = Presenting author
Workshop
Objectives: To discuss strengths and weaknesses of different models for telephone triage, define preconditions for high-quality triage and list potential quality indicators.
Background: In the last decades the organisation of out-of-hours primary care has been changed in Europe, mostly towards large-scale organisations. Here, telephone triage plays an important role, managing patient flows safely and efficiently. European countries have various organisational models for telephone triage, using different professionals and levels of support. The question is if there is one model of best practice, or if preconditions for high-quality triage are more relevant.
Content: First, we give a short presentation about out-of-hours care and telephone triage, relevant for the following discussions. We focus on quality of triage (e.g. over- and under-triage) and existing triage models. Using statements, the workshop participants discuss strengths and weaknesses of models in small group, followed by a plenum discussion. Then participants are challenged to discuss preconditions for high-quality triage. At the end, preconditions for high-quality triage will be defined in a plenum discussion.
Method: Presentation: short overview of telephone triage and organisational models in Europe
Discussion in small groups, using statements:

Plenum: list preconditions and link them to possible quality indicators
Summary and conclusion

Other considerations: This workshop is organised by members of a European network for research in out-of-hours primary health care (www.euroohnet.eu).