Urban Wisconsin pediatric patients using an after-hours telephone triage service: outcomes and compliance.
OBJECTIVE
Evaluate the ability of a telephone triage service (TTS) to assess illness acuity of and patient compliance with advice given.


METHODS
Retrospective, observational study.


METHODS
Patients of an urban, academic, pediatric clinic whose parents or caregivers called the TTS between July 23, 1997 and August 23, 1997.


METHODS
Patient outcomes and visit information at related medical encounters subsequent to a TTS call.


RESULTS
Patients were primarily African-American, under age 5, enrolled in a Medicaid HMO, and most often called for fever, HMO authorization, or asthma. Homecare and PED referrals were the two most frequent dispositions; overall compliance rate was 60%. No patient referred for non-emergent care required care on an urgent or emergent basis.


CONCLUSIONS
Initial results suggest that the TTS can effectively evaluate illness acuity in an urban population and compliance with advice is reasonable. A TTS may offer significant benefits to ensure care quality and contain costs in this population.
Frisbee
S J
SJ
Children's Hospital of Wisconsin, 9000 W Wisconsin Ave, PO Box 1997, MS #950, Milwaukee, WI 53201-1997, USA.
Malloy
M
M
Meurer
J R
JR
Kuhagen
K A
KA
Kini
N M
NM
D000553:Ambulatory Care; D002675:Child, Preschool; D003625:Data Collection; D005260:Female; D006801:Humans; D007223:Infant; D008297:Male; D009551:Night Care / Q000458:organization & administration*; D017063:Outcome Assessment, Health Care; D010349:Patient Compliance / Q000706:statistics & numerical data; D010371:Pediatric Nursing; D015397:Program Evaluation; D012017:Referral and Consultation / Q000706:statistics & numerical data; D012189:Retrospective Studies; D013689:Telephone / Q000706:statistics & numerical data; D014218:Triage / Q000458:organization & administration*; D014505:Urban Population; D014922:Wisconsin