Prioritisation decisions by general practice receptionists Not Applicable Prioritisation decisions by general practice receptionists
Conditions
Interventions
Practices are randomly allocated to one of two groups.
Intervention group: Practices are provided with the POPGUNS decision protocol and the explanatory booklet. All intervention practices are visite
Sponsors
Rural Clinical School, Medical School, Australian National University
Eligibility
Sex/Gender
All
Inclusion criteria
Inclusion criteria: Receptionist inclusion criteria: 1. General practice receptionists 2. Have not had any clinical training Practice inclusion criteria: must have more than 2 receptionists.
Exclusion criteria
Exclusion criteria: General practice receptionists who have had clinical training.
Design outcomes
Primary
| Measure | Time frame |
|---|---|
| Triaging practice by receptionists is assessed by self-reported response to hypothetical but representative patient scenarios, reflecting a range of matched acuity (or urgency) levels measured at baseline and at 4 months. | — |
Secondary
| Measure | Time frame |
|---|---|
| 1. Patient satisfaction is measured using the Patient Satisfaction Questionnaire (Access and General Satisfaction subscales) at 4 months 2. Intra-practice consistency in rating between receptionists within a practice is measured by comparing variation between ratings of urgency accorded to a scenario between receptionists at baseline and at 4 months 3. Confidence of reception staff in decision-making is measured using self-report on a Likert scale at baseline and 4 months | — |
Countries
Australia
Contacts
Public ContactChristine Phillips
Outcome results
None listed