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Impact of video service failure on triage outcomes in Danish out-of-hours primary care: a register-based study across four regions
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Impact of video service failure on triage outcomes in Danish out-of-hours primary care: a register-based study across four regions
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Impact of video service failure on triage outcomes in Danish out-of-hours primary care: a register-based study across four regions
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Journal Article
Impact of video service failure on triage outcomes in Danish out-of-hours primary care: a register-based study across four regions
2025
Overview
ObjectivesTo evaluate the impact of video use in out-of-hours primary care (OOH-PC) telephone triage by examining how triage outcomes (ie, ended by telephone, clinic consultation or home visit) changed during a period with video service failure.DesignObservational register-based study, using periods of video service failure as a randomisation mechanism for a controlled study.SettingOOH-PC in four of the five Danish regions.ParticipantsAll telephone triage contacts to the OOH-PC call centres between April 2020 and December 2021.InterventionsVideo service failures resulted in a subset of telephone triage contacts without the option of using video as a triage tool. Video service failures were identified algorithmically based on observed periods without video use.Main outcome measuresProportion of telephone triage contacts with clinic consultations or home visits as triage outcome during a period of video service failure compared with matched reference telephone triage contacts taking place during normal service (1:10), presented as risk ratios (RR) with 95% CI).ResultsThe algorithm identified 6605 telephone triage contacts during video service failure. Compared with matched contacts during normal service, these had a 15% higher risk of resulting in a clinic consultation (RR: 1.15, 95% CI 1.09 to 1.20). This effect was primarily isolated to the year 2021 (RR: 1.23, 95% CI 1.16 to 1.31) compared with 2020 (RR: 1.05%, 95% CI 0.97 to 1.13). Video service failure did not significantly affect the risk of a home visit.ConclusionsResults strongly suggest that the unavailability of the video service is likely to significantly increase the number of clinic consultations in OOH-PC as a triage outcome. Whether this effect is likely to persist in the long term remains unclear.
Publisher
British Medical Journal Publishing Group,BMJ Publishing Group LTD,BMJ Publishing Group
