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Table 4 Percentage of agreement between internal and external rater per phase and dimension

From: Development and testing of the KERNset: an instrument to assess the quality of telephone triage in out-of-hours primary care services

  Complete agreement (%) Reasonable agreement (%)
Internal vs external External vs external Internal vs external External vs external
Phase 1: Intake (N = 416) 49.7 48.0 75.3 74.3
Phase 2: Triage and follow-up (N = 468) 49.2 50.9 69.5 73.5
Phase 3: Finishing-off (N = 104) 27.0 25.4 56.8 60.5
General (N = 260) 38.6 36.8 71.9 72.5
Medical items (N = 728) 51.3 51.6 72.3 73.1
Communication items (N = 572) 40.6 39.3 70.6 72.9
Total (N = 1248) 42.3 44.9 70.8 72.5