Differences between surrogate telephone triage calls in an adult population and self calls

We reviewed surrogate calls (i.e. those made on behalf of the patient) to a national triage call centre to determine whether there were differences between calls made by surrogates and self calls. During a three-year period there were 14,646 calls (14% of the total) made by a surrogate on behalf of the patient. Surrogate calls, as a percentage of total calls, increased with the age of the patient from 12% in the 18-34 year age group to 43% in the 80 and over age group (P < 0.0001). The symptoms of vomiting or nausea and dizziness or light-headedness were significantly more likely to be reported by surrogate callers than self callers. Surrogates reported a higher original intention of taking patients to the hospital emergency department (ED) compared with self callers across all adult age groups (OR 1.64; 95% CI 1.57 to 1.71). A higher proportion (38%) of surrogate calls ended with the nurse recommending an ED visit compared with only 26% of self calls (OR 1.72; 95% CI 1.66 to 1.79). Calls about men accounted for 54% of surrogate calls but only 26% of self calls (OR 3.3; 95% CI 3.2 to 3.4), suggesting that surrogate calls may be a way of increasing medical access for men.     

After-hours telephone triage affects patient safety

OBJECTIVE: To describe the management of after-hours calls to primary care physicians and identify potential errors that might delay evaluation and treatment. STUDY DESIGN: Survey of primary care practices and audit of after-hours phone calls. Ninety-one primary care offices (family medicine, internal medicine, obstetrics, and pediatrics) were surveyed in October and November 2001. Data collected included number of persons answering the calls, information requested, instructions to patients, who decided whether to contact the on-call physician, and subsequent handling of all calls. We evaluated all after-hours calls to an index office that were not forwarded to the on-call physician. Four family physicians independently reviewed the calls while unaware that these calls had not been forwarded to the physician on call to determine the appropriate triage. POPULATION: Primary care physicians and their telephone answering services. OUTCOME MEASURES (1) Who decided to initiate immediate contact with the physician? (2) Percentage of calls identified as emergent or nonemergent by patients. (3) Independent physician ratings of nonemergent calls. RESULTS: More than two thirds of the offices used answering services to take their calls. Ninety-three percent of the practices required the patient to decide whether the problem was emergent enough to require immediate notification of the on-call physician. Physician reviewers reported that 50% (range, 22%-77%) of the calls not forwarded to the on-call physician represented an emergency needing immediate contact with the physician. CONCLUSIONS: After-hours call systems in most primary care offices impose barriers that may delay care. All clinical patient calls should be sent to appropriately trained medical personnel for triage decisions. We urge all clinicians that use an answering service to examine their policies and procedures for possible sources of medical error.     

The relationship between extreme heat and ambulance response calls for the city of Toronto, Ontario, Canada

Concern over the impact of extreme heat upon human health has increased in recent years. Though much research has evaluated the relationships between the two, few studies have attempted to quantify this vulnerability on a sub-metropolitan area level. Using a Geographic Information System (GIS), ambulance calls for a 4-year period from 1999 to 2002 was analyzed in relation to extreme heat for the city of Toronto, Ontario, Canada. Ambulance response calls were plotted on a map to understand the spatial variability of where calls significantly increase above normal levels during oppressively hot days. Census data were used to identify the demographic characteristics of the population within these areas. Statistical tests were also used to assess the degree of correlation among different meteorological variables and the ambulance call data. Over the 4-year period, the average number of ambulance calls increases by 10 percent over normal levels on those days considered oppressively hot. A change in the spatial pattern of calls also occurs on such days. The urban core, with the greatest density of calls, experiences the greatest absolute percentage increase in calls from normal on oppressive days. However, it is some areas of the city located along the shore of Lake Ontario, where a high majority of the population goes to cool down, that demonstrate the greatest percentage increase in calls. Other areas of the city exhibiting an increase in calls are located within industrial and recreational areas.     

Syndromic surveillance use to detect the early effects of heat-waves: an analysis of NHS direct data in England

Objectives To investigate the effects of high ambient temperatures, including the summer 2003 heat-episode, on NHS Direct usage and its suitability as a surveillance tool in heat health warning systems. Methods Analyses of data on calls to NHS Direct in English Regions in the period Dec 2001-May 2004. Outcomes were daily rates of all symptomatic calls, and daily proportion of calls for selected causes (fever, vomiting, diffi culty breathing, heat-/sun-stroke). Results Total calls were moderately increased as environmental temperature increased; this effect was greatest in calls for young children and for fever. Total calls were moderately elevated during two summer heat episodes in 2003: calls specifically for heat/sun stroke increased acutely in response to these episodes. No association was apparent between environmental temperature and proportion of calls for vomiting and difficulty breathing. Conclusions Calls to NHS Direct are sensitive to daily temperatures and extreme weather. NHS Direct is timely and has great potential in health surveillance. Calls for heat- and sun-stroke are now routinely monitored as part of the UK Heat-wave plan. Submitted: 7 April 2005; Accepted: 6 March 2006     

Use of NHS Direct calls for surveillance of influenza--a second year's experience

A second year's call data to NHS Direct are presented to evaluate their usefulness for influenza surveillance. During the winter of 2000-01, age-group-specific data relating to the 'cold/flu' algorithm were collected from six NHS Direct sites (population coverage: 16 million). The total number of calls was collected from all 23 NHS Direct sites on a daily basis. Despite the winter of 2000-01 having been a season of low activity for influenza in the United Kingdom, NHS Direct data demonstrated a peak in the 'cold/flu' calls as a proportion of the total calls (3.1% [672 'cold/flu' calls] during week 06/01). This coincided with the peak recorded by routine influenza surveillance systems. There was also an earlier peak in the proportion of 'cold/flu' calls (3.3% during weeks 52/00 [789 'cold/flu' calls] and 01/01 [749 'cold/flu' calls]) which may have been due to other respiratory infections, the lack of specificity of the definition of NHS Direct 'cold/flu' calls and an increase in 'out-of-hours' calls to NHS Direct at the time. Despite limitations, the timeliness of NHS Direct data, the total population coverage of the service and the ability to provide local information on 'cold/flu' calls make the call data suitable for further surveillance during the winter of 2001-02. It is hoped that as NHS Direct reaches a 'steady state' in terms of population coverage and uniformity of clinical support systems, it will be possible to begin to construct 'baselines' for the respiratory disease related call data.     

Logistical aspects of large telemedicine networks. 2: Measurement of network activity

We carried out a retrospective review of the videoconference activity records in a university-run hospital telemedicine studio. Usage records describing videoconferencing activity in the telemedicine studio were compared with the billing records provided by the telecommunications company. During a seven-month period there were 211 entries in the studio log: 108 calls made from the studio and 103 calls made from a far-end location. We found that 103 calls from a total of 195 calls reported by the telecommunications company were recorded in the usage log. The remaining 92 calls were not recorded, probably for one of several reasons, including: failed calls - a large number of unrecorded calls (57%) lasted for less than 2 min (median 1.6 min); origin of videoconference calls - calls may have been recorded incorrectly in the usage diary (i.e. as being initiated from the far end, when actually initiated from the studio); and human error. Our study showed that manual recording of videoconference activity may not accurately reflect the actual activity taking place. Those responsible for recording and analysing videoconference activity, particularly in large telemedicine networks, should do so with care.     

The National Immunization Information Hotline

The National Immunization Information Hotline (NIIH) has been providing information regarding immunizations to the public and to health care professionals since March 1997. We describe the operations of the NIIH, its experience over the first two and a half years of operation and lessons learned for other immunization hotlines. From 1998-2000, the hotline answered 246,859 calls. Calls concerning immunization information requests totaled 175,367; data about the calls were collected from 35,102. Approximately a third of the 35,102 calls were from health care providers. Of the remaining calls from the public, the greatest number of calls concerned childhood immunizations. Immunization schedule queries from the public increased 323.0% from 1998 to 2000. While the major goal of the NIIH is to provide accurate and reliable information to the public and to health care providers, data from the hotline can be used to monitor changes over time in calls concerning inquiries about the immunization schedule in addition to other variables of interest.     

Verbal Responses of Children and Their Supportive Providers in a Pediatric Oncology Unit

The National Immunization Information Hotline (NIIH) has been providing information regarding immunizations to the public and to health care professionals since March 1997. We describe the operations of the NIIH, its experience over the first two and a half years of operation and lessons learned for other immunization hotlines. From 1998–2000, the hotline answered 246,859 calls. Calls concerning immunization information requests totaled 175,367; data about the calls were collected from 35,102. Approximately a third of the 35,102 calls were from health care providers. Of the remaining calls from the public, the greatest number of calls concerned childhood immunizations. Immunization schedule queries from the public increased 323.0% from 1998 to 2000. While the major goal of the NIIH is to provide accurate and reliable information to the public and to health care providers, data from the hotline can be used to monitor changes over time in calls concerning inquires about the immunization schedule in addition to other variables of interest.     

Characteristics of patients who highly utilize telephone medical care in a private practice

All patient telephone calls to a two-physician private family practice were recorded for a 2-month period. There were 1264 calls, of which 539 were patient-initiated calls for specific medical problems. The 21 patients responsible for four or more of these 539 calls were labeled high utilizers. Chart comparisons were done for high-utilizer and 20 control patients. Calls of high utilizers were also compared with all other calls. High utilizers were older and showed evidence of more emotional dysfunction, more face-to-face medical contacts, more medical problems in general, and a suggestion of less social support. They did not seem to use the telephone in place of face-to-face visits, but used it in addition to an also higher rate of direct physician encounters.     

Characteristics of radio medical advice to fishing vessels in Scottish coastal waters

We examined the emergencies arising on fishing vessels in Scottish Coastal Waters which required ship-to-shore radio medical advice. All calls to the service were identified for the 12-month period from August 2005. A total of 186 calls were received; 38% of calls were from fishing vessels. During the study period 53% of the calls were trauma-related, while 47% were medical emergencies. Our data suggest that there are many fishermen working offshore with chronic medical conditions. Overall, 85% of calls from fishing vessels resulted in evacuation as the outcome. Improved occupational health screening, compliance with health and safety legislation, and an evidence-based approach to remote medical care may improve seafarer self-care and reduce emergency evacuations.     

Paediatric health calls to Swedish telenurses: a descriptive study of content and outcome

We collected data about telephone triage calls concerning children in Sweden. A sample of 110 paediatric calls were recorded. The transcribed data were analysed regarding word count, reasons for calling, results of calls, ages and gender of children, and gender of parents. The median call length was 4.4 min and the median child's age was 3.5 years. Mothers made 73% of calls, but mothers and fathers called to the same extent about daughters and sons, and regardless of age. The most common reasons for calls were ear problems, rash/wound or fever. In nearly half the calls, the telenurses provided self-care advice. Call length, word count or caller's part of word count did not differ according to gender of parents or children. However, mothers were more likely to receive self-care advice while fathers were more often referred to other health services by the telenurses. Telenurses might need to improve their gender competence, and more male telenurses in the service would potentially be beneficial to callers.     

Nursing documentation of telephone communication with physicians in community nursing homes

OBJECTIVE: The objective of this study was to describe the nursing documentation of telephone communication with physicians in community nursing homes. DESIGN: We conducted a prospective observational study evaluating nursing documentation of all telephone calls to one physician group. SETTING: We studied two proprietary community nursing homes in Baltimore, Maryland. MEASUREMENTS: Data were collected by physicians at the time of each call regarding the time, day, nursing facility, reason for the call, and any orders given. Calls were also categorized as to whether documentation was necessary by defined criteria. The nursing home charts were then reviewed for the presence of documentation of 1) the issue that prompted the call, 2) physician's participation in the matter, and 3) any orders given by the physician. The relationships between the characteristics of the telephone calls and the rates of documentation were then analyzed. RESULTS: There were 248 calls from the two nursing homes during the 2-month study period. Nursing documentation of the issue that prompted the call was present for 80% of total calls. This documentation was more likely to be present with calls for change of patient status and notification of laboratory/radiograph results compared with calls for other issues (117 of 125 [94%] vs. 57 of 63 [90%] vs. 24 of 60 [40%], respectively; chi(2) = 78.3, P <0.0001). Calls that were categorized as "documentation necessary" by the Medical Director were more likely to be documented than calls that were not (132 of 150 [88%] vs. 9 of 35 [26%], respectively; chi(2) = 60.8, P <0.001). Of the 198 calls with any form of documentation, specific mention of physician participation in the communication was present in 89% of these calls. This documentation of physician participation was more likely to be present with calls for laboratory/radiograph notification than with calls for change of patient status or calls for other reasons (57 of 57 [100%] vs. 99 of 117 [85%] vs. 20 of 24 [83%], respectively; chi(2) = 10.0, P = 0.007). Physicians indicated that orders were given during 69% of calls, but orders were only documented for 79% of these interactions. No characteristics of the call were associated with likelihood of order documentation. CONCLUSIONS: In this study, documentation of issues that lead to telephone calls to physicians was not always present. Similarly, orders given by the physician were absent over 20% of the time. Nurses, physicians, and facilities should develop efficient and routine strategies to optimize rates of documentation of telephone communication with physicians.     

House calls for respiratory tract infections; family medicine pure and simple?

House calls still seem to be an important element in the workof general practitioners in the Netherlands. A secondary analysisof the data of the Netherlands Institute of Primary Health Care(NIVEL) National Study of Illnesses and Procedures reveals that15% of the contacts relating to cases of respiratory tract infectionsare house calls. General practitioners appear to consider carefullywhether or not to make house calls. House call figures differconsiderably with respect to diagnosis, reasons for encounterand age. Relatively high percentages of house calls occur incases of lower respiratory tract infections, fever as reasonfor encounter, for old people and young children. The numberof house calls is hardly associated with region, level of urbanizationand distance from a hospital. Further research is necessaryto establish guidelines for the decision whether or not to makea house call.     

House call practices among young family physicians

Once a major part of medical practice, physician house calls have declined in frequency over the years. Recently, it has been suggested that house calls are increasing. This study examined the current self-reported house call practices among recent graduates of family practice residency programs in the United States. A questionnaire was mailed to a cross-sectional, random national sample of 301 family physicians who are members of the American Academy of Family Physicians and who completed a residency between 1981 and 1986. There was a 66% response rate to three mailings, with 197 questionnaires analyzed. Sixty-two percent of the physicians reported they were making house calls. The majority (53%) made less than one house call per month. Fewer than 15% made house calls on a weekly basis. There was a downward trend by residency year in the percentage of physicians making house calls when comparing graduates from 1981 to 1986. House calls do not appear to be a significant part of the practice of young family physicians.     

An analysis of telephone referrals of a mental health association chapter

A total of approx 4700 recorded telephone calls were made during 1972, 1973, ten months of 1974 and the first six months in 1975 to the Queens County Mental Health Society in Queens, New York. These were analysed with respect to the sex and age of the client, the referral problem, the type of service requested by the caller and the geographical distribution in Queens County of the calls. The last item was also analyzed with respect to the number of calls per thousand of the residential population. These data show that most calls are made in the spring months, the average age of the client is approx 26 years. Males and females are evenly distributed. The calls per thousand of the local community population are not necessarily higher from the more disadvantaged areas of the County. Overwhelmingly, the range of problems presented required referral to psychiatric agencies.     

Telephoned appointment-scheduling by a physician's office: does it work?

Are phone calls reminding patients of recall appointments a worthwhile marketing tool? Evidence from a dermatologist's practice suggests that, though patients find the calls acceptable, such calls do not increase the short-term revenue of a practice. They do, however, appear to increase the likelihood that a patient will return.     

Comparing patients' telephone calls after medical and surgical abortions

OBJECTIVE: The purpose of this study is to monitor the content, timing of and response to telephone calls from medical and surgical abortion patients in order to improve the counseling and nursing care and allay patient's concerns. METHODS: There were 43 calls from a possible 626 surgical patients and 100 calls from a possible 671 medical patients. Calls were considered preventable in 67% of the medical patients and 46.5% of the surgical patients. Women who were having their first abortion were more likely to place preventable calls. CONCLUSIONS: Calls could be reduced by explaining variations in normal bleeding and how to use analgesics and providing this information in diagrammatic form on an information sheet.     

An expected coverage model with a cutoff priority queue

Emergency medical services provide immediate care to patients with various types of needs. When the system is congested, the response to urgent emergency calls can be delayed. To address this issue, we propose a spatial Hypercube approximation model with a cutoff priority queue that estimates performance measures for a system where some servers are reserved exclusively for high priority calls when the system is congested. In the cutoff priority queue, low priority calls are not immediately served—they are either lost or entered into a queue—whenever the number of busy ambulances is equal to or greater than the cutoff. The spatial Hypercube approximation model can be used to evaluate the design of public safety systems that employ a cutoff priority queue. A mixed integer linear programming model uses the Hypercube model to identify deployment and dispatch decisions in a cutoff priority queue paradigm. Our computational study suggests that the improvement in the expected coverage is significant when the cutoff is imposed, and it elucidates the tradeoff between the coverage improvement and the cost to low-priority calls that are “lost” when using a cutoff. Finally, we present a method for selecting the cutoff value for a system based on the relative importance of low-priority calls to high-priority calls.