By the same authors

From the same journal

From the same journal

Telephone triage by nurses in primary care: What is it for and what are the consequences likely to be?

Research output: Contribution to journalArticlepeer-review

Standard

Telephone triage by nurses in primary care : What is it for and what are the consequences likely to be? / Charles-Jones, Huw; May, Carl; Latimer, Joanna; Roland, Martin.

In: Journal of Health Services Research & Policy, Vol. 8, No. 3, 07.2003, p. 154-159.

Research output: Contribution to journalArticlepeer-review

Harvard

Charles-Jones, H, May, C, Latimer, J & Roland, M 2003, 'Telephone triage by nurses in primary care: What is it for and what are the consequences likely to be?', Journal of Health Services Research & Policy, vol. 8, no. 3, pp. 154-159. https://doi.org/10.1258/135581903322029502

APA

Charles-Jones, H., May, C., Latimer, J., & Roland, M. (2003). Telephone triage by nurses in primary care: What is it for and what are the consequences likely to be? Journal of Health Services Research & Policy, 8(3), 154-159. https://doi.org/10.1258/135581903322029502

Vancouver

Charles-Jones H, May C, Latimer J, Roland M. Telephone triage by nurses in primary care: What is it for and what are the consequences likely to be? Journal of Health Services Research & Policy. 2003 Jul;8(3):154-159. https://doi.org/10.1258/135581903322029502

Author

Charles-Jones, Huw ; May, Carl ; Latimer, Joanna ; Roland, Martin. / Telephone triage by nurses in primary care : What is it for and what are the consequences likely to be?. In: Journal of Health Services Research & Policy. 2003 ; Vol. 8, No. 3. pp. 154-159.

Bibtex - Download

@article{e106a1cb9d5b42a5a4f59efde105f028,
title = "Telephone triage by nurses in primary care: What is it for and what are the consequences likely to be?",
abstract = "Objectives: To examine the perceptions that those working in primary care have about the purpose and impact that telephone triage by nurses may have on their clinical roles and identities. Methods: Twenty-six semi-structured interviews were carried out with general practitioners (GPs), practice nurses and practice managers from a purposive sample of nine practices in one health district in the North West of England. Analysis drew on the techniques of constant comparison and discourse analysis. Results: Four themes emerged from the data: justifying triage - the respondents justify the introduction of telephone triage by emphasising the managerial benefits of controlling access and by suggesting the benefits this may bring to the patient-clinician relationship; categorising patients - patients are categorised and allocated on the basis of their biomedical diagnoses to the nurses or GPs in the practice; changing roles and identities - the hierarchy of patients and conditions created by allocating patients in this way strengthens and extends the professional hierarchy within a practice; and achieving a balance between conflicting aims - there is tension between the managerial need to triage patients according to their biomedical diagnosis and the aspirations that health care professionals have to personal and patient-centred care. Conclusion: Telephone triage by nurses may be effective at managing patient access to GPs but the need to categorise patients according to biomedical and managerial criteria needs to be balanced against the professional roles and identities that those working in general practice aspire to.",
author = "Huw Charles-Jones and Carl May and Joanna Latimer and Martin Roland",
year = "2003",
month = jul,
doi = "10.1258/135581903322029502",
language = "English",
volume = "8",
pages = "154--159",
journal = "Journal of Health Services Research & Policy",
issn = "1355-8196",
publisher = "SAGE Publications Sage UK: London, England",
number = "3",

}

RIS (suitable for import to EndNote) - Download

TY - JOUR

T1 - Telephone triage by nurses in primary care

T2 - What is it for and what are the consequences likely to be?

AU - Charles-Jones, Huw

AU - May, Carl

AU - Latimer, Joanna

AU - Roland, Martin

PY - 2003/7

Y1 - 2003/7

N2 - Objectives: To examine the perceptions that those working in primary care have about the purpose and impact that telephone triage by nurses may have on their clinical roles and identities. Methods: Twenty-six semi-structured interviews were carried out with general practitioners (GPs), practice nurses and practice managers from a purposive sample of nine practices in one health district in the North West of England. Analysis drew on the techniques of constant comparison and discourse analysis. Results: Four themes emerged from the data: justifying triage - the respondents justify the introduction of telephone triage by emphasising the managerial benefits of controlling access and by suggesting the benefits this may bring to the patient-clinician relationship; categorising patients - patients are categorised and allocated on the basis of their biomedical diagnoses to the nurses or GPs in the practice; changing roles and identities - the hierarchy of patients and conditions created by allocating patients in this way strengthens and extends the professional hierarchy within a practice; and achieving a balance between conflicting aims - there is tension between the managerial need to triage patients according to their biomedical diagnosis and the aspirations that health care professionals have to personal and patient-centred care. Conclusion: Telephone triage by nurses may be effective at managing patient access to GPs but the need to categorise patients according to biomedical and managerial criteria needs to be balanced against the professional roles and identities that those working in general practice aspire to.

AB - Objectives: To examine the perceptions that those working in primary care have about the purpose and impact that telephone triage by nurses may have on their clinical roles and identities. Methods: Twenty-six semi-structured interviews were carried out with general practitioners (GPs), practice nurses and practice managers from a purposive sample of nine practices in one health district in the North West of England. Analysis drew on the techniques of constant comparison and discourse analysis. Results: Four themes emerged from the data: justifying triage - the respondents justify the introduction of telephone triage by emphasising the managerial benefits of controlling access and by suggesting the benefits this may bring to the patient-clinician relationship; categorising patients - patients are categorised and allocated on the basis of their biomedical diagnoses to the nurses or GPs in the practice; changing roles and identities - the hierarchy of patients and conditions created by allocating patients in this way strengthens and extends the professional hierarchy within a practice; and achieving a balance between conflicting aims - there is tension between the managerial need to triage patients according to their biomedical diagnosis and the aspirations that health care professionals have to personal and patient-centred care. Conclusion: Telephone triage by nurses may be effective at managing patient access to GPs but the need to categorise patients according to biomedical and managerial criteria needs to be balanced against the professional roles and identities that those working in general practice aspire to.

UR - http://www.scopus.com/inward/record.url?scp=0038503328&partnerID=8YFLogxK

U2 - 10.1258/135581903322029502

DO - 10.1258/135581903322029502

M3 - Article

C2 - 12869341

AN - SCOPUS:0038503328

VL - 8

SP - 154

EP - 159

JO - Journal of Health Services Research & Policy

JF - Journal of Health Services Research & Policy

SN - 1355-8196

IS - 3

ER -