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Table 2 Exclusion criteria

From: Safety, efficiency and health-related quality of telephone triage conducted by general practitioners, nurses, or physicians in out-of-hours primary care: a quasi-experimental study using the Assessment of Quality in Telephone Triage (AQTT) to assess audio-recorded telephone calls

TypeDefinition/clarification
Frequent callersDefined as patients with ≥7 calls during the two-week inclusion period (assessment of the triage quality could be difficult as the patient’s medical record from the OOH service could include important information on these patients that was available only to the triage professional and not to the assessor)
Call by mistakeCalls with no caller answering the triage professional.
Daytime callsCalls performed during daytime (the telephone triage service at MH-1813 was available during daytime)
Other health professionalsThe caller was another healthcare professional, e.g. from a nursing home
Administrative callsThe reason for calling was administrative, e.g. calling to get the number for the acute dentist
Simple drug prescriptionsThe patient called for renewal of a prescription that required little information sharing
Preterm terminationCalls that were ended too early, e.g. calls made by error, no sound on call, or sound interrupted in the middle of call
Other localisationCalls from a caller who was not in the same location as the patient, e.g. parent on the way to pick up a sick child from day care
Poor sound qualityCalls with poor sound quality (making assessment difficult)
Language issuesCalls in which language issues challenged the triage, i.e. caller did not speak Danish or English
Not able to identify callRandom calls where an exact linkage to the corresponding audio-recorded call or the audio recording could not be established