| Score (%) | Inter-rater agreement (%) | ICC | ||||||
---|---|---|---|---|---|---|---|---|---|
0 | 1 | 2 | 3 | 4 | N/A | Complete | Reasonable | Â | |
N = 342 | N = 114 | N = 114 | N = 114 | ||||||
PHASE 1 INTAKE (item 1–8) |  |  |  |  |  |  | 48.0 | 74.3 | .16 |
Collect personal and residence information | Â | Â | Â | Â | Â | Â | Â | Â | Â |
1. Gathers, at an appropriate time, the personal and residence information (c) | 1 | 3 | 10 | 18 | 64 | 3 | 48.2 | 78.9 | .20 |
ABCDE-check (vital signs) | Â | Â | Â | Â | Â | Â | Â | Â | Â |
2. Asks to speak to the patient (c/m) | 17 | 3 | 5 | 2 | 12 | 61 | 78.1 | 86.0 | .70 |
3. Makes the right choice whether or not to perform the ABCDE-check (m) | 13 | 12 | 13 | 14 | 49 | – | 36.8 | 65.8 | -a |
4. Checks the ABCDE-criteria adequately and draws the right conclusion (m) | 11 | 14 | 7 | 11 | 9 | 49 | 40.4 | 57.9 | .11 |
Open orientation | Â | Â | Â | Â | Â | Â | Â | Â | Â |
5. Gives caller sufficient time to describe the situation (c) | 0 | 2 | 12 | 23 | 63 | – | 45.6 | 84.2 | .16 |
Medical problem and help request | Â | Â | Â | Â | Â | Â | Â | Â | Â |
6. Asks for the medical problem and its development (m) | 0 | 4 | 13 | 30 | 53 | – | 36.8 | 86.0 | .24 |
7. Determines and explicitly states the help request (c) | 26 | 8 | 10 | 16 | 40 | – | 47.4 | 71.9 | .06 |
Complaint (in triage system) | Â | Â | Â | Â | Â | Â | Â | Â | Â |
8. Selects (in the triage system) the appropriate complaint which yields the highest urgency (m) | 5 | 8 | 9 | 11 | 67 | – | 50.9 | 64.0 | .15 |
PHASE 2 TRIAGE AN FOLLOW-UP (item 9–17) |  |  |  |  |  |  | 50.9 | 73.5 | .27 |
Questioning according to triage methodology | Â | Â | Â | Â | Â | Â | Â | Â | Â |
9. Asks at least the essential questions belonging to the specific complaint (m) | 4 | 9 | 17 | 30 | 40 | – | 36.0 | 82.5 | .27 |
10. Works according to the triage system of the GP cooperative (m) | 1 | 4 | 3 | 12 | 21 | 61 | 61.4 | 62.3 | .19 |
History and medication | Â | Â | Â | Â | Â | Â | Â | Â | Â |
11. Asks the relevant questions with regard to history and medication (m) | 19 | 6 | 5 | 12 | 53 | 5 | 52.6 | 81.6 | .57 |
Urgency estimation | Â | Â | Â | Â | Â | Â | Â | Â | Â |
12. Recognizes changes in the status of the patient and reacts adequately (m) | 2 | 3 | 1 | 2 | 2 | 91 | 85.1 | 86.8 | -a |
13. Makes an appropriate urgency estimation (m) | 3 | 13 | 13 | 16 | 56 | – | 37.7 | 65.8 | .27 |
Follow-up action | Â | Â | Â | Â | Â | Â | Â | Â | Â |
14. Chooses the right follow-up action (m) | 1 | 9 | 10 | 14 | 66 | – | 48.2 | 73.7 | .16 |
15. Gives the right (selfcare-) advice (m) | 5 | 5 | 5 | 9 | 28 | 47 | 53.5 | 66.7 | -a |
16. Gives the right safety net advice about how to act in case of a change in the situation (m) | 21 | 8 | 6 | 13 | 33 | 20 | 43.0 | 64.9 | .10 |
17. Provides concise information which can be clearly understood by the caller (c) | 0 | 3 | 11 | 23 | 64 | – | 40.4 | 77.2 | .30 |
PHASE 3 FINISHING-OFF (item 18–19) |  |  |  |  |  |  | 25.4 | 60.5 | .15 |
Check follow-up action | Â | Â | Â | Â | Â | Â | Â | Â | Â |
18. Asks if the follow-up action is understood and feasible (c) | 13 | 8 | 17 | 26 | 35 | – | 27.2 | 60.5 | .15 |
19. Checks whether the caller agrees with the follow-up action and shows an open attitude if the caller does not agree (c) | 10 | 9 | 18 | 25 | 37 | Â | 23.7 | 60.5 | .14 |
GENERAL (item 20–24) |  |  |  |  |  |  | 36.9 | 72.5 | .19 |
Structure | Â | Â | Â | Â | Â | Â | Â | Â | Â |
20. Structures the conversation (c) | 1 | 5 | 23 | 33 | 38 | – | 32.5 | 78.9 | .10 |
21. Makes use of open and closed questions adequately (c) | 1 | 8 | 18 | 32 | 42 | – | 31.6 | 79.8 | .19 |
Summary | Â | Â | Â | Â | Â | Â | Â | Â | Â |
22. Gives a summary at an appropriate time, verifies and adjusts the summary if necessary (c) | 31 | 12 | 11 | 20 | 26 | – | 33.3 | 71.1 | .27 |
Sympathize | Â | Â | Â | Â | Â | Â | Â | Â | Â |
23. Pays attention to the experience of the caller (c) | 12 | 10 | 15 | 21 | 30 | 12 | 24.6 | 52.6 | .20 |
Consultation general practitioner | Â | Â | Â | Â | Â | Â | Â | Â | Â |
24. Consults the general practitioner only if necessary (m) | 4 | 2 | 6 | 9 | 79 | – | 62.3 | 79.8 | .05 |
MEDICAL ITEMS | Â | Â | Â | Â | Â | Â | 51.6 | 73.1 | .19 |
COMMUNICATION ITEMS | Â | Â | Â | Â | Â | Â | 39.3 | 72.9 | .19 |
TOTAL | Â | Â | Â | Â | Â | Â | 44.9 | 72.5 | .19 |