Table 2 Exclusion criteria
Type | Definition/clarification |
|---|---|
Frequent callers | Defined 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 mistake | Calls with no caller answering the triage professional. |
Daytime calls | Calls performed during daytime (the telephone triage service at MH-1813 was available during daytime) |
Other health professionals | The caller was another healthcare professional, e.g. from a nursing home |
Administrative calls | The reason for calling was administrative, e.g. calling to get the number for the acute dentist |
Simple drug prescriptions | The patient called for renewal of a prescription that required little information sharing |
Preterm termination | Calls that were ended too early, e.g. calls made by error, no sound on call, or sound interrupted in the middle of call |
Other localisation | Calls 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 quality | Calls with poor sound quality (making assessment difficult) |
Language issues | Calls in which language issues challenged the triage, i.e. caller did not speak Danish or English |
Not able to identify call | Random calls where an exact linkage to the corresponding audio-recorded call or the audio recording could not be established |