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Quality of clinical aspects of call handling at Dutch out of hours centres: cross sectional national study.
Derkx HP, Rethans JE, Muijtjens AM, et al. BMJ. 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.