Table 3 Participant groups and questionnaire content
Groups | Triage professional questionnaire | Caller questionnaire |
|---|---|---|
All three groups: common content of questionnaire | Reason for encounter - Symptom - Possible diagnosis Severity of condition New illness/injury or exacerbation of chronic illness/injury | Background information: - Gender, age, civil status, educational level, ethnicity - Mental and physical health Questions regarding the specific contact: - Reason for encounter - Severity of condition - Caller’s expectations - Satisfaction with the specific contact General questions: - General feeling of safety with the service - General satisfaction with different health services |
Additional questions | Additional questions | |
Intervention group: “users” Get the option to bypass the line | Questions regarding the evaluation of the relevance of bypassing seen from a medical perspective Questions regarding the evaluation of the relevance of bypassing seen from a psychosocial perspective | Questions regarding the emergency access button: - Feeling of safety - Recommendation of implementation |
Intervention group: “non-users” Get the option to bypass the line, but choose not to | Question regarding whether the caller should have bypassed the line or not | Questions regarding the emergency access button: - Feeling of safety - Recommendation of implementation |
Control group | Question about whether the caller should have bypassed the line or not |