Safety of clinical and non-clinical decision makers in telephone triage: a narrative review.

Patient safety is a persistent problem in telephone triage research; however, studies have not differentiated between clinicians' and non-clinicians' respective safety. Currently, four groups of decision makers perform aspects of telephone triage: clinicians (physicians, nurses), and non-clinicians (emergency medical dispatchers (EMD) and clerical staff). Using studies published between 2002-2012, we applied Donabedian's structure-process-outcome model to examine groups' systems for evidence of system completeness (a minimum measure of structure and quality).

A comprehensive model of the process of telephone nursing.

Aim: This paper is a report of a study conducted to develop a theoretical model of the process nurses use to deliver care over the telephone.

Background: Telephone nursing is practised internationally in diverse settings, and research has shown it to be an effective service. Although studies have identified important variables that influence the practice, the telephone nursing process in its entirety has not been described.