Implementing telephone triage in general practice: a process evaluation of a cluster randomised controlled trial

Conclusion:
The findings from the process evaluation offer insight into the range of ways GP practices participating in ESTEEM implemented telephone triage, and the circumstances under which telephone triage can be successfully implemented beyond the context of a clinical trial. Staff experiences and perceptions of telephone triage are shaped by the way practices communicate with staff, prepare for and sustain the changes required to implement triage effectively, as well as by existing practice culture, and staff and patient behaviour arising in response to the changes made.Trial registrationCurrent Controlled Trials ISRCTN20687662. Registered 28 May 2009.

Source: BMC Family Practice - April 10, 2015 Category: Primary Care Authors: Jamie MurdochAnna VarleyEmily FletcherNicky BrittenLinnie PriceRaff CalitriColin GreenValerie LattimerSuzanne RichardsDavid RichardsChris SalisburyRod TaylorJohn Campbell Source Type: research