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PubMed1995

Telephone triage: protocols for an unacknowledged practice.

A survey was conducted of the telephone callers who sought advice from the accident and emergency department of a 250 bed public hospital. The aim of the one month long survey was to determine the extent of the department's telephone triage and whether there was a need for formal protocols that reflected the medical and legal responsibilities attached to giving health-related advice by telephone. The study found that 206 calls seeking advice were received; 79% of calls were of less than five minutes' duration and 40% were made between 6pm and 12mn. Callers were advised by the registered nurses or doctors who happened to answer the telephone and there were no guidelines and no documentation of calls. As a result of the study, the Riverina Health Service instituted telephone triage protocols for all hospitals in its area and nurses now receive inservice education about their telephone triage role and responsibilities.

Clinical Protocols↗
PubMedDate not supplied

Telephone support groups: a nontraditional approach to reaching underserved cancer patients.

PURPOSE: This article explores the initiation and clinical issues of a long-term telephone support group serving a population of people with cancer who are homebound, isolated, or otherwise unable to travel to a central location. It explores social, interpersonal, and intrapsychic issues and themes, and compares telephone and face-to-face groups. DESCRIPTION OF PROGRAM: Five years ago, Cancer Care, Inc. created its first and only ongoing telephone support group to respond to the needs of homebound people with cancer. Approximately 30 clients have been members of the group since its inception. The group meets weekly for 1 hour through a conference call set up by an outside telephone company operator. Membership is stable at 12 clients ranging in age from 44 to 86 years. FINDINGS: Anonymity appears to have facilitated bonding and increased self-disclosure. A high level of continuity in group members' participation was reached. Group members learned to become advocates for themselves and were successful in reaching out to others outside of the group. CLINICAL IMPLICATIONS: Due to changes in the economic climate and increased comfort with technology, the formation of support groups that meet and are facilitated through the telephone is a viable, and sometimes the only, practical option. A telephone support group connects a group of people who cannot normally be together, allows patients to use a resource to which they would not have access otherwise, and helps them transcend physical limitations.

Adult↗
PubMed1997

Telephone speech comprehension in children with multichannel cochlear implants.

Telephone speech comprehension is being evaluated in six prelingually deaf children implanted with the Nucleus 22 prosthesis fitted with the Speak strategy. All of them have had at least 1.5 years of experience with their implant. When the tests began, they had already had at least 2 months' experience with the same map in their speech processor. The children were trained in the use of the telephone as part of the rehabilitation program. None of them used it regularly but as a game that they found very entertaining. A special battery, the Bate-fon (batería para teléfono = telephone battery), was designed for training and evaluation purposes. It includes the five Spanish vowels in isolation, diphthongs, onomatopoetic animal voices, two-syllable, and three-syllable words. The tests were administered 1.5-2 years after the switch-on of their speech processor. Standard acoustic telephone coupling was used. The speech material was presented to the child on colored cards. Stimuli were presented twice. Children were informed when the response was incorrect. Averaged results indicated that the percentages of correct responses for all the speech material increase in the second presentation. All children have shown some degree of telephone communication abilities. As a result of the training, some of the children are using the telephone to communicate with their families.

Child, Preschool↗
PubMed2007

A comparison of self-reported cellular telephone use with subscriber data: agreement between the two methods and implications for risk estimation.

Epidemiologic studies on adverse health effects of cellular telephone use have assessed exposure either by self-reported use based on questionnaire data or by using data on subscriptions for a cellular telephone provided by network operators. With the latter approach, subjects are misclassified when they regularly use a cellular telephone subscribed in someone else's or in a company name or when they subscribe for a cellular telephone which they use only occasionally. Self-reported use is hampered by recall difficulties and possible differential participation by exposure. In Denmark, we conducted a retrospective cohort study of cellular telephone subscribers (including the entire Danish population) and a case-control study on brain tumors and cellular telephone use (with 1355 participants) and, thus, had the opportunity to compare the two exposure measures with two large-scale data sets, using self-reported use as a "gold standard." Overall, there was a fair agreement (kappa value of 0.30, 95% confidence interval 0.23-0.36), with a low sensitivity (30%) and a high specificity (94%). Agreement was slightly better for controls, and low-grade glioma cases compared to high-grade glioma cases and meningioma cases. A comparison of odds ratios (OR) of the case-control data set based on either self-reported use or on subscriber data shows no major differences, giving OR of 0.7 and 0.6 for acoustic neuroma, 0.9 and 1.1 for glioma and 0.9 and 0.7 for meningioma. A discussion of the two exposure measures reveals that they both have limitations with regard to a potential underestimation of an association and there is some concern whether they are good enough to allow a detection of possibly only subtle changes in risk. These limitations can be minimized in prospective follow-up studies.

Cell Phone↗
PubMed2005

Does extended proactive telephone support increase smoking cessation among low-income women using nicotine patches?

BACKGROUND: It is unclear whether proactive telephone support enhances smoking cessation beyond the provision of nicotine replacement therapy alone. METHODS: We randomly assigned 330 low-income women smokers to receive either free nicotine patches (control condition) or free nicotine patches with up to 16 weeks of proactive telephone support (experimental condition). All participants were assessed by telephone at baseline and at 2 weeks, 3 months, and 6 months post-baseline to determine smoking status. RESULTS: Results revealed a significant effect for the telephone support at 3 months, with 43% of experimental versus 26% of control condition women reporting 30-day point prevalent abstinence (P = 0.002). The difference was no longer significant at 6 months. A metaanalysis conducted with five randomized studies revealed a slight but non-significant long-term benefit of proactive telephone support when added to the provision of free nicotine patches for smoking cessation. CONCLUSIONS: This is the second study to demonstrate a short-term effect for proactive telephone support added to free nicotine replacement therapy; however, neither the current study, nor the metaanalysis including the four other published trials, confirmed a longer-term benefit.

Administration, Cutaneous↗
PubMed2002

Use of telephone screens improves efficiency of healthy subject recruitment.

Previous reports have indicated that a high percentage of those responding to advertisements for healthy controls for psychiatric research have personal or family histories of illness which would exclude them from such studies. We reviewed 1757 telephone screen interviews conducted over 14 years to determine: (1) the effectiveness of a screen for excluding unhealthy volunteers, (2) whether the reasons for exclusion changed over time, and (3) the final yield of healthy participants for psychiatric research after taking account of exclusions from telephone screens, no-shows and exclusions identified by direct interviews. Volunteers for psychiatric research, solicited by 43 newspaper advertisements in the Baltimore metropolitan area from 1989-2002, were initially screened by telephone and scheduled for in-person interviews if no exclusions were identified at the initial screen. More than half of the telephone respondents had major medical illnesses, substance abuse problems, depression, an Axis I disorder (not depression), a relative with a psychotic disorder or were otherwise deemed not eligible for face-to-face interview. Of the telephone respondents scheduled for direct interviews, 29% did not show up. However, the respondents who completed the direct interviews had a high likelihood of inclusion as non-ill controls for psychiatric research studies. Since Axis I and II interviews and family history take approximately 4-5 h per subject, the telephone screen is a cost-effective initial step in identifying healthy controls for psychiatric research.

Diagnostic and Statistical Manual of Mental Disord↗
PubMed2002

Personnel costs and perceived benefit of telephone care in the management of children with type 1 diabetes.

Intensive management of patients with type 1 diabetes improves control and reduces rates of long-term complications. Telephone care as an adjunct to office visits is important in the management of children with type 1 diabetes in pediatric endocrine practices in the USA. The goal of this project was to assess the personnel costs and patients' perceptions of telephone care in a moderately sized pediatric diabetes care center (301 patients with a diagnosis of type 1 diabetes). There were two parts to this study. First, telephone logs were kept by three pediatric endocrine nurses (2.2 full-time equivalents [FTEs]) and three pediatric endocrinologists (2.0 FTEs) for two 1-wk blocks. Computerized databases were used to determine the number of clinic visits in 1998. Second, a survey assessing the frequency, perceived value and consequences of phone contact with the diabetes team was distributed to 40 families at clinic visits. Mean nurse/certified diabetes educator (CDE) time spent on the phone was 12.1 h/wk, with an additional 9.7 h/wk spent preparing and documenting. Physicians spent 6.4 h/wk on the phone, and 6.1 h/wk preparing/supervising/documenting. For our 301 patients with diabetes, the weekly personnel cost for telephone care at our institution was 1367 US dollars or 236 US dollars/patient/yr. Of the families surveyed, 80% reported that they had used the phone to obtain care for their child with diabetes and 55% had paged the doctor on call in the previous 6 months. Seven patients reported that phone contact prevented a total of 13 emergency department (ED) visits and 35 office visits. Using a cost estimate of 550 US dollars per ED visit, and 103 US dollars per office visit, the cost of prevented visits was 232 US dollars/patient/yr in our center. These data indicate that telephone care is effective in reducing the cost of reimbursable care via the ED and office visits, as well as avoiding hospitalization. However, the cost of providing this telephone care is not reimbursable to providers.

Journal Article↗
PubMed2003

Comparison of telephone vs face-to-face interviews in the assessment of dietary intake by the 24 h recall EPIC SOFT program--the Norwegian calibration study.

OBJECTIVE: To compare food group intakes in grams, total energy and energy contribution from macronutrients between two random samples of women, using a standardized computer program (EPIC SOFT) with either a face-to-face or a telephone 24 h recall interview design. METHODS: Two groups of Norwegian women living in Tromsø were drawn at random from the Norwegian Women and Cancer Study (NOWAC) cohort. The EPIC SOFT computer program was used to conduct single 24 h dietary recalls either by telephone or face to face. For the latter, 160 women were invited, of whom 111 responded positively (crude response rate=69.4%) and 102 were interviewed. For the telephone option, 180 were invited to participate, 109 responded positively (crude response rate=60.6%) and 103 were interviewed. RESULTS: The two groups of women were similar with respect to age, body mass index, basal metabolic rate, smoking, education, physical activity and special diet status. No statistically significant difference in dietary intake was found between interviews conducted by telephone and face-to-face, except for 'egg and egg products' (P<0.01), for which intake was higher in the telephone group. Total energy intake differed, but the difference was attributable to one interviewer. The distribution of energy-contributing nutrients was not significantly different between groups, except for reported energy percentage from protein (P=0.02), which was significantly higher in the face-to-face group. CONCLUSION: The telephone vs face-to-face interview design did not influence recalled diet when using the EPIC SOFT program.

Calibration↗
PubMed2001

Telephone triage: an Irish view.

This paper examines the issue of telephone triage for an Irish Emergency Department and includes definitions of triage and telephone triage. At St. James Hospital, Dublin the first attempt at formal telephone triage failed. In hindsight this was attributed to inadequate research into the topic and lack of staff motivation. This paper forms part of a larger literature review undertaken by the author following the first failed attempt. An overview of the international literature addresses both the positive and negative sides of a telephone helpline. The body of literature reviewed suggests telephone triage can be successful but advises the use of formal protocols, training of staff and accurate documentation. The purpose of this paper is therefore to investigate the benefits and recommended practices of implementing telephone triage with a view to successfully changing policy and practice in a busy Emergency Department.

Communication↗
PubMed2002

Effects of the electromagnetic field of mobile telephones on hearing.

The widespread use of mobile telephones has given rise to concern about the potential influences of electromagnetic fields (EMFs) on human health. Anatomically, the ear is in close proximity to the mobile telephone during use. Hearing loss due to mobile telephone use has not been described in the medical literature; however, if there is a subtle cochlear involvement, it might be detected by means of changes in evoked otoacoustic emissions (OAEs). Thirty volunteers with normal hearing were exposed to mobile telephone EMFs for 10 min and evoked OAEs were measured before and after exposure. No measurable change in evoked OAEs was detected and none of the subjects reported a deterioration in hearing level. To the best of our knowledge, this is the first study on the effects of EMFs emitted by mobile telephones on hearing. It was concluded that a 10-min exposure to the EMF emitted from a mobile telephone had no effect on hearing, at least at outer ear, middle ear and cochlear levels.

Adult↗
PubMed2002

A picture is worth more than a thousand words: enhancement of a pre-exam telephone consultation in dermatology with digital images.

OBJECTIVE: In addition to the assessment and the management of patients with skin diseases, a considerable portion of dermatology residency involves examining clinical images and generating differential diagnoses from these images. This training, though helpful for recognizing manifestations of rare disorders, goes unused by most practicing dermatologists after certification. In contrast, dermatology residents learn and master verbal descriptions of skin diseases and continue to use this skill throughout their careers. However, problems arise when a dermatologist is not available and a non-dermatologist attempts to verbally describe a skin condition. An accurate description of a cutaneous disorder can facilitate effective triage management of a patient when a dermatologist is not available. Unfortunately, an inaccurate description by the referring provider can lead to diagnostic bias and ineffective, or even harmful, initial treatment. In recent years, digital photography has facilitated the electronic transfer of clinical images over distances. However, despite the promise that this technique shows in providing teledermatologic services to specialty-underserved areas and the availability of low-cost digital cameras, telephone consultation is still the standard of care when a dermatologist is not available. The purpose of this study is to compare the reliability of dermatologic consultations that use the telephone with that of dermatologic consultations that use both the telephone and digital images. DESCRIPTION: After patient approval, an acute care provider randomly assigned patients with skin disorders of unclear etiology to two groups, with and without digital images. The acute care provider then performed an exam and took the patient's history. Telephone data, with or without digital images, were then presented to the consulting dermatologist, who formulated a pre-physical exam differential diagnosis and treatment plan. The consulting dermatologist immediately examined the patient in person and refined the diagnosis and management. The confidence in diagnosis, both before and after the in-person exam, was compared in the patient group with digital images and in the patient group without digital images using a five-point scale (1 = no confidence, 5 = most confident). DISCUSSION: The consulting dermatologist evaluated 12 patients (six with digital images and six without digital images). In the patient group with digital images, the consulting dermatologist's confidence in diagnosis varied very little from before to after the in-person exam (from no change in five cases to a one-point increase in the sixth case). In the patient group without digital images, the consulting dermatologist's confidence level increased significantly from before to after the in-person exam. This led to therapy changes for three of the six patients in the patient group without digital images, versus two of the six patients in the patient group with digital images. This study indicates that an acute care provider's verbal description of a skin condition may be less reliable compared with a provider's verbal description combined with digital images. Telephone-only descriptions may also lead to management discrepancies more frequently than telephone descriptions with digital images. This has at least two implications for medical education: (1) need for support of formal teaching of the language of dermatology to non-dermatologists and (2) justification of the time spent in two-dimensional clinical image interpretation by dermatology residents in light of digital image technology.

Dermatology↗
PubMed2005

Patient behavior if given their surgeon's cellular telephone number.

Technologic advances in communications potentially may affect the patient-doctor relationship. We assessed call patterns, reasons for calling, and attitudes if patients had their surgeon's cellular telephone number, to determine if there are potential benefits to this practice. Postoperative calls made by patients to the surgeon, secretary, and surgical scheduler were categorized as urgent or nonurgent. Twenty of 32 (63%) consecutive patients made 65 calls during a 2-month period. Only 12 calls (18%) were to the surgeon. Fifty percent were urgent, as opposed to 14% and 15% of calls to the secretary and surgical scheduler, respectively. Subsequently, 201 patients were prospectively administered a 10-question survey assessing patient attitudes if given direct access to their surgeon. Eighty percent owned a cellular telephone, 85% would call the surgeon, and 30% would prefer the surgeon as the first line of communication. Communicating through E-mail or home phone was less desirable than through the nurse or cellular telephone. Seventy-two percent thought that having cellular telephone access suggested that their surgeon was more caring. Patients desired to communicate directly with surgeons, but act with restraint and call as a last resort for mostly urgent issues if given the physician's cellular telephone number. The cellular telephone has promising benefits for the patient-physician relationship.

Adult↗
PubMed2000

Analysis of out of hours telephone consultation at the medical reception station Sennelager, British Forces Germany.

The advent of 'NHS Direct', has centred attention on nurses giving telephone advice as part of the provision of out of hours medical care. A three month retrospective study of telephone consultations by nurses at the MRS Sennelager showed that telephone consultation greatly contributes to "out of hours" medical care. The outcome of telephone consultations made out of hours revealed that in 70% of telephone calls the advice given enables the patient to stay at home. Twenty eight percent of patient contact out of hours was by telephone.

Adult↗
PubMed2005

Help on the line: telephone-triage use, outcomes, and satisfaction within an uninsured population.

Telephone triage programs have been shown to be cost-effective and favorably utilized by insured populations. However, there are 45 million Americans who are uninsured and who do not have access to telephone nursing. A telephone triage service was piloted for local uninsured residents. Within the 17-month trial period, 320 calls were received, representing 207 clients. This study reports on the results of the telephone survey with a cross-sectional sample of uninsured triage patrons (N = 80). One half reported they would have sought other medical care if the telephone triage service had not been available. Most callers (98%) believed that their health care concern was understood. Moreover, 98% agreed with the advice given, and 90% reported following up on the advice given. Overall satisfaction by the uninsured population with the telephone-based nurse triage service was positive and appears to be an effective and acceptable tool by those uninsured individuals who utilized its services.

Adult↗
PubMed2005

Validation of a brief telephone battery for neurocognitive assessment of patients with pulmonary arterial hypertension.

BACKGROUND: The effects of pulmonary arterial hypertension on brain function are not understood, despite patients' frequent complaints of cognitive difficulties. Using clinical instruments normally administered during standard in-person assessment of neurocognitive function in adults, we assembled a battery of tests designed for administration over the telephone. The purpose was to improve patient participation, facilitate repeated test administration, and reduce the cost of research on the neuropsychological consequences of acute and chronic cardiorespiratory diseases. We undertook this study to validate telephone administration of the tests. METHODS: 23 adults with pulmonary arterial hypertension underwent neurocognitive assessment using both standard in-person and telephone test administration, and the results of the two methods compared using interclass correlations. RESULTS: For most of the tests in the battery, scores from the telephone assessment correlated strongly with those obtained by in-person administration of the same tests. Interclass correlations between 0.5 and 0.8 were observed for tests that assessed attention, memory, concentration/working memory, reasoning, and language/crystallized intelligence (p < or = 0.05 for each). Interclass correlations for the Hayling Sentence Completion test of executive function approached significance (p = 0.09). All telephone tests were completed within one hour. CONCLUSION: Administration of this neurocognitive test battery by telephone should facilitate assessment of neuropsychological deficits among patients with pulmonary arterial hypertension living across broad geographical areas, and may be useful for monitoring changes in neurocognitive function in response to PAH-specific therapy or disease progression.

Adult↗
PubMed2003

Telephone screening for amnestic mild cognitive impairment.

OBJECTIVES: To evaluate the utility of telephone screening for identifying subjects with amnestic mild cognitive impairment (aMCI) for enrollment in a clinical trial and to identify which elements of the modified Telephone Interview for Cognitive Status (TICS-m) best predicted the in-clinic determination of aMCI. METHODS: Subjects aged >/=65 years with memory complaints responded to an advertisement for a clinical trial by calling a central telephone recruiting agency. To determine eligibility, subjects went through a stepwise selection procedure involving a review of major protocol inclusion and exclusion criteria, followed by administration of the Category Fluency Test (CFT) and then the TICS-m. Subjects meeting entry criteria, who obtained a score of </=13 on the CFT for "animals" and </=24 on the CFT for "animals" and "fruits" and who scored between 19 and 38 on the TICS-m, were referred for a clinic appointment to determine whether they met clinical criteria for aMCI. Clinical criteria for aMCI required a score of >/=24 on the Mini-Mental State Examination and a score of </=37 on the Rey Auditory Verbal Learning Test. A post hoc analysis was performed using factor analysis and logistic regression models to investigate which elements of the TICS-m best predicted the in-clinic determination of aMCI. RESULTS: Of 16,988 subjects who called the telephone agency, 8,742 passed the review of inclusion/exclusion criteria; 6,090 met the CFT cut scores and received the TICS-m; 5,223 met cut scores on the TICS-m and were referred for an in-clinic appointment; 747 were seen in the clinic; and 324 met clinical criteria for aMCI. Factor analysis indicated three factors on the TICS-m: language/attention, orientation, and memory. The memory factor, comprising immediate and delayed recall of a word list, was the most important contributor for identifying subjects who met clinical criteria for aMCI. CONCLUSION: Only 2% of subjects who underwent telephone screening were recruited into the study, but 43% of those who passed telephone screening and were seen in the clinic met clinical criteria for aMCI. The word recall tests of the TICS-m were the most important items for identifying which subjects met clinical criteria for aMCI.

Age Distribution↗
PubMed2006

Communication in critical care environments: mobile telephones improve patient care.

Most hospital policies prohibiting the use of wireless devices cite reports of disruption of medical equipment by cellular telephones. There have been no studies to determine whether mobile telephones may have a beneficial impact on safety. At the 2003 meeting of the American Society of Anesthesiologists 7878 surveys were distributed to attendees. The five-question survey polled anesthesiologists regarding modes of communication used in the operating room/intensive care unit and experience with communications delays and medical errors. Survey reliability was verified using test-retest analysis and proportion agreement in a convenience sample of 17 anesthesiologists. Four-thousand-eighteen responses were received. The test-retest reliability of the survey instrument was excellent (Kappa = 0.75; 95% confidence interval, 0.56-0.94). Sixty-five percent of surveyed anesthesiologists reported using pagers as their primary mode of communications, whereas only 17% used cellular telephones. Forty-five percent of respondents who use pagers reported delays in communications compared with 31% of cellular telephone users. Cellular telephone use by anesthesiologists is associated with a reduction in the risk of medical error or injury resulting from communication delay (relative risk = 0.78; 95% confidence interval, 0.6234-0.9649). The small risks of electromagnetic interference between mobile telephones and medical devices should be weighed against the potential benefits of improved communication.

Anesthesiology↗
PubMed1998

Telephone triage improves demand management effectiveness.

Telephone triage, or telephone advice counseling, is becoming a key managed care point-of-entry tool for patients and health plan members accessing the health system. Telephone triage functions as a logical front-end for health plans, integrated physician groups, or integrated delivery systems that want to shift their managed care efforts toward demand management. Key components of telephone triage include patient education, patient information, and guided access to appropriate care. Telephone triage generally requires 24-hour staffing by registered nurses and a computer software package based on either clinical protocols or clinical algorithms. Organizations can either install an in-house system or purchase this service from a vendor, health plan, or another provider. The decision to develop a telephone triage service in-house or to out-source it is determined largely by volume and the user's strategy for moving to successive levels of risk management.

Algorithms↗