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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