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PSNet: Patient Safety Network
Journal Article

Quality of clinical aspects of call handling at Dutch out of hours centres: cross sectional national study.

Derkx HP, Rethans J-JE, Muijtjens AM, et al. BMJ (Clinical research ed.). 2008;337:a1264.

Inadequate telephone triage of patients' complaints has been recognized as a patient safety issue. This detailed study using simulated patients found that triage personnel frequently failed to ask recommended questions and also failed to provide appropriate self-care advice.