Evaluation of telephone triage and advice services: a systematic review on methods, metrics and results.

Abstract

Telephone triage and advice services (TTAS) have been increasingly used to assess patients' symptoms, provide information and refer patients to appropriate levels of care (attempting to pursue efficiency and quality of care gains while ensuring safety). However, previous reviews have pointed out for the need for adequately evaluating TTAS. To review TTAS evaluation studies, compile methodologies and metrics used and compare results. Systematic search in PubMed database; data collection and categorization by TTAS features and context, type of evaluation, methods, metrics and results; critical assessment of studies; discussion on research needs. 395 articles screened, 55 of them included in the analysis. In conclusion, several aspects of TTAS impact on healthcare systems remain unclear either due to a lack of research (e.g. on long term clinical outcomes, clinical pathways, safety, enhanced access) or because of huge disparities in existing studies on the accuracy of advice, patient compliance, system use, satisfaction and economic evaluation. Further research on TTAS impact is required, comprising multiple perspectives and broad range of metrics.