2321 Accuracy of and patient compliance with NHS111 advice given by clinically vs non-clinically trained call-handlers regarding paediatric patients

Conclusion Clinically Trained Call-handlers (CTCs) were much more likely than NCTCs to recommend self-care (OR=10.75*) and less likely to recommend ambulance conveyance (OR=0.43*), ED attendance (OR=0.76*) or primary care (OR=0.18*). Patients were less likely to attend ED following self-care advice from a CTC vs NCTC (OR=0.06*). Patients attending ED following consultation with a CTC vs NCTC were more likely to receive a low-urgency ED classification if they received NHS111 advice to self-care (OR=1.25*) or seek primary care (OR=1.09*), but less likely to receive a low-urgency classification if advised to attend ED (OR=0.947*) CTCs typically recommend lower-acuity dispositions for paediatric patients. ED attendance patterns suggest that patients have more trust in CTCs, and ED urgency classifications indicate that CTCs triage more accurately. This has implications for managing the trade-off between employing highly-skilled call-handlers vs accurate triaging and reducing unnecessary UEC use.
Source: Emergency Medicine Journal - Category: Emergency Medicine Authors: Tags: APEM Elizabeth Molyneux Prize Papers Source Type: research