Telefonische triage door huisarts; lagere werkdruk en hoge patiënttevredenheid

Christensen MB, Olesen F. Out of hours service in Denmark: evaluation five years after reform. BMJ 1998 May 16;316(7143):1502-5.

Doel van deze studie is, om vijf jaar na de invoering ervan, de hervormingen in 1992 in de zorg buiten kantooruren in Denemarken te evalueren. DESIGN: Vergelijking van de gegevens vóór en na de hervorming. Gegevens werden verzameld uit gepubliceerde verslagen, de Deense nationale gezondheids-statistieken, en de Deense vakbond voor huisartsen.

OBJECTIVE: Five years after its introduction, to evaluate the 1992 reform in the out of hours service in Denmark. DESIGN: Comparison of data before and after reform. Data were collected from published reports, Danish national health statistics, and the Danish trade union for general practitioners. SETTING: Denmark. MAIN OUTCOME MEASURES: Number of out of hours services; workload of general practitioners; cost of the service; patient satisfaction. RESULTS: Five years after the reform, the percentage of telephone consultations had almost doubled, to 48%. Consultations in doctors' surgeries were relatively unchanged, but home visits were much reduced, to 18%. The percentage of doctors who worked 5 hours or more out of hours per week dropped from about 70% to about 50%. Overall patient satisfaction in 1995 was high (72%). CONCLUSION: The organisation of the out of hours service, with a fully trained general practitioner in a telephone triage function, is working satisfactorily. Many calls that previously would have required home visits are now dealt with by telephone or through consultations. The out of hours workload for general practitioners has decreased considerably

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