De kwaliteit van telefonische triage op huisartsenposten

Crouch R. An investigation into effects of a computer based decision support program on accident and emergency nurses’ assessment strategies in telephone consultation [dissertation]. Brighton, UK: University of Surrey, 2000.

Christensen MB, Olesen F. Out of hours service in Denmark: Evaluation five years after reform. BMJ 1998;316:1502-5.

Yanovski SZ, Yanovski JA, Malley JD, Brown RL, Balaban DJ. Telephone triage by primary care physicians. Pediatrics 1992;89:701-6.

Giesen P. Quality of out-of-hours primary care in the Netherlands [proefschrift]. Nijmegen: University of Nijmegen, 2007.

Foster J, Jessopp L, Dale J. Concerns and confidence of general practitioners in providing telephone consultations. Br J Gen Pract 1999;49:111-3.

Car J, Freeman G, Partridge M, Sheikh A. Improving quality and safety of telephone based delivery of care: Teaching telephone consultation skills. Qual Saf Health Care 2004;13:2-3.

Post J. Grootschalige huisartsenzorg buiten kantooruren [proefschrift]. Groningen: Universiteit van Groningen, 2004.

Fatovich DM, Jacobs IG, McCance JP, Sidney KL, White RJ. Emergency department telephone advice. Med J Aust 1998;169:143-6.

Belman S, Chandramouli V, Schmitt BD, Poole SR, Hegarty T, Kempe A. An assessment of pediatric after-hours telephone care: A 1-year experience. Arch Pediatr Adolesc Med 2005;159:145-9.

Light PA, Hupcey JE, Clark MB. Nursing telephone triage and its influence on parents’ choice of care for febrile children. J Pediatr Nurs 2005;20:424-9.

Crouch R, Patel A, Williams S, Dale J. An analysis of telephone calls to an inner-city accident and emergency department. J R Soc Med 1996;89:324-8.

Wahlberg AC, Wredling R. Telephone nursing: Calls and caller satisfaction. Int J Nurs Pract 1999;5:164-70.

Salisbury C, Trivella M, Bruster S. Demand for and supply of out of hours care from general practitioners in England and Scotland: Observational study based on routinely collected data. BMJ 2000;320:618-21.

Chowdhury S. The power of six sigma. London: Prentice Hall, 2001.

Silvermann J, Kurtz S, Draper J. Skills for communicating with patients. Oxford: Radcliffe Medical Press, 2000.

Dale J, Williams S, Crouch R, Patel A. A study of out-of-hours telephone advice from an A&E department. Br J Nurs 1997;6:171-4.

NHG Telefoonwijzer. Utrecht, Nederlands Huisartsen Genootschap, 2000.

Edwards B. Seeing is believing – picturebuilding: A key component of telephone triage. J Clin Nurs 1998;7:51-7.

Derkx HP, Rethans J-JE, Knottnerus JA, Ram P. Assessing communication skills of clinical call handlers working at an out of hours centre: The development of the RICE rating scale. Br J Gen Pract 2007;57:383-7.

Neighbour R. The inner consultation: How to develop an effective and intuitive consulting style. Lancaster, UK: M T Press, 1987.

Higgs RH, Armstrong E, Blache G, Jessopp L, Peters M. Telephone consultations [electronic response to Car J, Sheikh A. Telephone consultations]. BMJ 2003. www.bmj.com/cgi/eletters/326/7396/966#32282.

Rethans J-J, Gorter S, Bokken L, Morrison L. Unannounced standardized patients in real practice: A systematic literature review. Med Educ 2007;41:537-49.

Van der Vleuten C, Swanson D. Assessment of clinical skills with standardized patients: State of the art. Teach Learn Med 1990;2:58-76.

Rethans JJ, Norcini JJ, Baron-Maldonado M, Blackmore D, Jolly BC, LaDuca T, et al. The relationship between competence and performance: Implications for assessing practice performance. Med Educ 2002;36:901-9.

Moriarty H, McLeod D, Dowell A. Mystery shopping in health service evaluation. Br J Gen Pract 2003;53:942-6.

Bron: Vereniging Huisartsenposten Nederland.

Brennan RL. Generalizability theory. New York: Springer-Verlag, 20.

Leprohon J, Patel VL. Decision-making strategies for telephone triage in emergency medical services. Med Decis Making 1995;15:240-53.

O’Brien RP, Miller TL. Urgent care center pediatric telephone advice. Am J Emerg Med 1990;8:496-7.

Lattimer V, George S, Thompson F, Thomas E, Mullee M, Turnbull J, et al. Safety and effectiveness of nurse telephone consultation in out of hours primary care: Randomised controlled trial. BMJ 1998;317:1054-9.

Parkin JD, Smith IL, O’Neill AI, Ibrahim KM, Butcher LA. Mild bleeding disorders: A clinical and laboratory study. Med J Aust 1992;156:614-7.

Viehweg TL, Roberson JB, Hudson JW. Epistaxis: Diagnosis and treatment. J Oral Maxillofac Surg 2006;64:511-8.

Aitken M. Telephone advice about an infant given by after-hours clinics and emergency departments. N Z Med J 1995;108:315-7.

Carbajal R, Barthez P, Blanc P, Paupe A, Lenclen R, Olivier-Martin M, et al. Telephonic advice by an emergency department given in a simulated pediatric case. Arch Pediatr 1996;3:964-8.

Tijssen R. De ‘NHG-Telefoonwijzer’: een goede leidraad voor triage? Nijmegen: Faculteit Geneeskunde, 2004. [UMC 045125.]

Belman S, Murphy J, Steiner JF, Kempe A. Consistency of triage decisions by call center nurses. Ambul Pediatr 2002;2:396-400.

Fatovich DM, Jacobs IG, McCance JP, Sidney KL, White RJ. Emergency department telephone advice. Med J Aust 1998;169:143-6.

Dale J, Williams S, Foster T, Higgins J, Snooks H, Crouch R, et al. Safety of telephone consultation for ‘non-serious’ emergency ambulance service patients. Qual Saf Health Care 2004;13:363-73.

Grol R. Beliefs and evidence in changing clinical practice. BMJ 1997;315:418-21.

Kawamoto K, Houlihan CA, Balas EA, Lobach DF. Improving clinical practice using clinical decision support systems: A systematic review of trials to identify features critical to success. BMJ 2005;330:740-1.