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  1. Telephone triage as a strategy to ensure 24-hour access to medical care after the closure of supporting medical activity.

    Article - En anglais

    Objective 

    The provision of telephone access to a medical officer during nonduty hours was implemented by one Army health clinic to ensure continuous access to cost-efficient care after the closure of its supporting medical activity.

    Methods 

    After-hours phone calls were tracked for 6 months.

    Callers were surveyed to determine if use of the system resulted in avoidance of self-referral to civilian medical facilities.

    Results 

    A mean of 70 calls per month (186 calls per 1,000 population per year) were placed to the on-call medical officer.

    Eight types of complaints accounted for more than three-quarters of calls.

    Fifty percent of callers were seen by the medical officer for an after-hours clinic visit, 38% were given advice for care at home, and 10% were referred to a civilian medical facility.

    Telephone triage yielded an estimated $8,447 in cost avoidance during a 6-week survey period.

    Conclusion 

    Telephone triage can facilitate continuous access to cost-efficient care.

    Mots-clés Pascal : Entretien, Téléphone, Soin santé primaire, Armée, Etats Unis, Amérique du Nord, Amérique, Appel téléphonique, Triage, Qualité service, Médecine, Service militaire, Analyse coût efficacité, Etude cohorte, Homme, Méthode TRICARE

    Mots-clés Pascal anglais : Interview, Telephone, Primary health care, Army, United States, North America, America, Telephone call, Sorting, Service quality, Medicine, Military service, Cost efficiency analysis, Cohort study, Human

    Logo du centre Notice produite par :
    Inist-CNRS - Institut de l'Information Scientifique et Technique

    Cote : 98-0521945

    Code Inist : 002B30A01C. Création : 23/03/1999.