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Impression of Phone Triage on Entry to Major Take care of Folks Residing with A number of Lengthy-Time period Well being Situations: Fast Analysis


Phone triage is a service innovation by which each affected person asking to see a common practitioner or different main care skilled calls the overall apply and normally speaks to a receptionist first, who information just a few particulars. The affected person is then telephoned again by the overall practitioner/main care skilled. On the finish of this return phone name with the overall practitioner/main care skilled, both the problem is resolved or a face-to-face appointment is organized. Earlier than the COVID-19 pandemic, phone triage was designed and used within the UK as a device for managing demand and to assist common practitioners organise their workload. In the course of the first quarter of 2020, a lot of common apply moved to a distant (largely phone) triage method to cut back apply footfall and minimise the danger of COVID-19 contact for sufferers and employees. Making certain equitable take care of folks residing with a number of long-term well being situations (‘multimorbidity’) is a well being coverage precedence.


We aimed to judge whether or not or not the elevated use of phone triage would have an effect on entry to main care otherwise for folks residing with multimorbidity than for different sufferers.


We used knowledge from the English GP Affected person Survey to discover the inequalities impression of introducing phone triage in 154 common practices in England between 2011 and 2017. We appeared significantly on the time taken to see or communicate to a common practitioner for folks with a number of long-term well being situations in contrast with different sufferers earlier than the COVID-19 pandemic. We additionally used knowledge from Understanding Society, a nationally consultant survey of households from the UK, to discover inequalities in entry to main care in the course of the COVID-19 pandemic (between April and November 2020).


Utilizing knowledge from earlier than the COVID-19 pandemic, we discovered no proof (p = 0.26) that the impression of a common apply transferring to a phone triage method on the time taken to see or communicate to a common practitioner was completely different for folks with multimorbidity and for folks with out. In the course of the COVID-19 pandemic, we discovered that folks with multimorbidity have been extra probably than folks with no long-term well being situations to have an issue for which they wanted entry to main care. Amongst individuals who had an issue for which they might usually attempt to contact their common practitioner, there was no proof of variation primarily based on the variety of situations as as to whether or not somebody did attempt to contact their common practitioner; whether or not or not they have been capable of make an appointment; or whether or not they have been provided a face-to-face, a web-based or an in-person appointment.


Survey non-response, limitations of the particular survey measures of main care entry that have been used, and being unable to totally discover the standard of the phone triage and consultations have been all limitations.


These outcomes spotlight that, though folks with multimorbidity have a higher want for main care than folks with out multimorbidity, the general impression for sufferers of adjusting to a phone triage method is bigger than the inequalities in main care entry that exist between teams of sufferers.

Future work

Future evaluations of service improvements and the continuing adjustments in main care entry ought to take into account the inequalities impression of their introduction, together with for folks with multimorbidity.

This report is a part of the RAND Company Exterior publication sequence. Many RAND research are revealed in peer-reviewed scholarly journals, as chapters in business books, or as paperwork revealed by different organizations.

The RAND Company is a nonprofit establishment that helps enhance coverage and decisionmaking by analysis and evaluation. RAND’s publications don’t essentially replicate the opinions of its analysis purchasers and sponsors.

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