Dr. Seleem R. Choudhury, Chief Operating Officer at Adventist HealthCare & Shady Grove Medical Center
Healthcare systems across the United States and around the world have increasingly adopted telephone triage and advice lines as a means of directing patients to the most appropriate level of care. These services, staffed by trained nurses or medical professionals, help assess symptoms, provide medical guidance, and determine whether a patient requires emergency care, an urgent care visit, or self-care at home (Morse, Ostberg, Jones, & Chan, 2020). Countries like the United Kingdom, Canada, and Australia have implemented similar models.
Telephone triage systems can improve healthcare efficiency, reduce costs, and lead to better patient outcomes. However, these systems are not without challenges. Issues such as misdiagnosis or accessibility barriers decrease the effectiveness of telephone triage systems to meet patient needs. Ever-evolving technology and artificial intelligence play a crucial role in addressing these challenges and improving triage accuracy, ultimately alleviating strain on emergency services and healthcare providers.