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Identification of emergencies in the telephone queue and routing to a fast track (FAST): study protocol for a prospective, two-armed cohort study.
Eichler, Sarah; Herrmann, Tobias; Weidlich-Wichmann, Uta; Vissiennon, Kodjo; Pollmann, Thorsten; Weller, Lisa; Pommerenke, Christopher; Kroll, Lars; Alix, Nicolas; Dietsch, Tanja; von Stillfried, Dominik; Carnarius, Sebastian.
Afiliación
  • Eichler S; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany. seichler@zi.de.
  • Herrmann T; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Weidlich-Wichmann U; aQua-Institute - Institute for Applied Quality Improvement and Research in Health Care, Göttingen, Germany.
  • Vissiennon K; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Pollmann T; aQua-Institute - Institute for Applied Quality Improvement and Research in Health Care, Göttingen, Germany.
  • Weller L; aQua-Institute - Institute for Applied Quality Improvement and Research in Health Care, Göttingen, Germany.
  • Pommerenke C; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Kroll L; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Alix N; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Dietsch T; aQua-Institute - Institute for Applied Quality Improvement and Research in Health Care, Göttingen, Germany.
  • von Stillfried D; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
  • Carnarius S; Central Research Institute of Ambulatory Health Care in Germany, Berlin, Germany.
BMC Health Serv Res ; 24(1): 1079, 2024 Sep 17.
Article en En | MEDLINE | ID: mdl-39285300
ABSTRACT

BACKGROUND:

In Germany, the telephone patient service 116,117 for callers with non-life-threatening health issues is available 24/7. Based on structured initial assessment, urgency and placement of suitable medical care offer have been offered since 2020. The service has been in increasing demand for several years Depending on time and residence, this can result in longer waiting times.

METHODS:

Prospective, two-armed cohort study with two intervention groups and one control group, alternating between blinding and unblinding for employees of 116,117 regarding prioritization status. Two interventions based on automated voice dialogues (1 Simple self-rating tool, 2 Automated brief query of emergency symptoms). In case of high level of urgency, callers are prioritized. Validation of urgency and need for care is carried out routinely based on structured initial assessment.

DISCUSSION:

By creating and providing a largely reproducible documentation of the implemented solutions for a waiting queue management, the developed approach would be available for comparable projects in the German health care system or in the European context. This potentially leads to a reduction in the use of resources in the development of comparable technical solutions based on automated voice dialogs. TRIAL REGISTRATION DRKS00031235, registered on 10th November 2023, https//drks.de/search/de/trial/DRKS00031235 .
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Texto completo: 1 Colección: 01-internacional Base de datos: MEDLINE Asunto principal: Teléfono Límite: Humans País/Región como asunto: Europa Idioma: En Revista: BMC Health Serv Res Asunto de la revista: PESQUISA EM SERVICOS DE SAUDE Año: 2024 Tipo del documento: Article País de afiliación: Alemania Pais de publicación: Reino Unido
Texto completo
Añadir a Mi BVS
Imprimir
XML
PubMed Links
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Texto completo: 1 Colección: 01-internacional Base de datos: MEDLINE Asunto principal: Teléfono Límite: Humans País/Región como asunto: Europa Idioma: En Revista: BMC Health Serv Res Asunto de la revista: PESQUISA EM SERVICOS DE SAUDE Año: 2024 Tipo del documento: Article País de afiliación: Alemania Pais de publicación: Reino Unido