Telephone triage utilization among patients with limited English proficiency
Abstract Background Communication between patients with limited English proficiency (LEP) and telephone triage services has not been previously explored. The purpose of this study was to determine the utilization characteristics of a primary care triage call center by patients with LEP. Methods This...
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| Format: | Article |
| Language: | English |
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BMC
2017-11-01
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| Series: | BMC Health Services Research |
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| Online Access: | http://link.springer.com/article/10.1186/s12913-017-2651-z |
| _version_ | 1818558608291397632 |
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| author | Jane W. Njeru Swathi Damodaran Frederick North Debra J. Jacobson Patrick M. Wilson Jennifer L. St Sauver Carmen Radecki Breitkopf Mark L. Wieland |
| author_facet | Jane W. Njeru Swathi Damodaran Frederick North Debra J. Jacobson Patrick M. Wilson Jennifer L. St Sauver Carmen Radecki Breitkopf Mark L. Wieland |
| author_sort | Jane W. Njeru |
| collection | DOAJ |
| description | Abstract Background Communication between patients with limited English proficiency (LEP) and telephone triage services has not been previously explored. The purpose of this study was to determine the utilization characteristics of a primary care triage call center by patients with LEP. Methods This was a retrospective cohort study of the utilization of a computer-aided, nurse-led telephone triage system by English proficiency status of patients empaneled to a large primary care practice network in the Midwest United States. Interpreter Services (IS) need was used as a proxy for LEP. Results Call volumes between the 587 adult patients with LEP and an age-frequency matched cohort of English-Proficient (EP) patients were similar. Calls from patients with LEP were longer and more often made by a surrogate. Patients with LEP received recommendations for higher acuity care more frequently (49.4% versus 39.0%; P < 0.0004), and disagreed with recommendations more frequently (30.1% versus 20.9%; P = 0.0004). These associations remained after adjustment for comorbidities. Patients with LEP were also less likely to follow recommendations (60.9% versus 69.4%; P = 0.0029), even after adjusting for confounders (adjusted odds ratio [AOR] = 0.65; 95% confidence interval [CI], 0.49, 0.85; P < 0.001). Conclusion Patients with LEP who utilized a computer-aided, nurse-led telephone triage system were more likely to receive recommendations for higher acuity care compared to EP patients. They were also less likely to agree with, or follow, recommendations given. Additional research is needed to better understand how telephone triage can better serve patients with LEP. |
| first_indexed | 2024-12-14T00:14:32Z |
| format | Article |
| id | doaj.art-56a7b4b5d49c454aa1a338958bdf5c17 |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-12-14T00:14:32Z |
| publishDate | 2017-11-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-56a7b4b5d49c454aa1a338958bdf5c172022-12-21T23:25:36ZengBMCBMC Health Services Research1472-69632017-11-011711710.1186/s12913-017-2651-zTelephone triage utilization among patients with limited English proficiencyJane W. Njeru0Swathi Damodaran1Frederick North2Debra J. Jacobson3Patrick M. Wilson4Jennifer L. St Sauver5Carmen Radecki Breitkopf6Mark L. Wieland7Division of Primary Care Internal Medicine, Department of Medicine, Mayo ClinicMayo Medical School, Mayo Clinic College of MedicineDivision of Primary Care Internal Medicine, Department of Medicine, Mayo ClinicDivision of Biomedical Statistics and Informatics, Department of Health Sciences ResearchDivision of Biomedical Statistics and Informatics, Department of Health Sciences ResearchRobert D and Patricia E Kern Center for the Science of Health Care DeliveryDepartment of Health Sciences Research, Mayo ClinicDivision of Primary Care Internal Medicine, Department of Medicine, Mayo ClinicAbstract Background Communication between patients with limited English proficiency (LEP) and telephone triage services has not been previously explored. The purpose of this study was to determine the utilization characteristics of a primary care triage call center by patients with LEP. Methods This was a retrospective cohort study of the utilization of a computer-aided, nurse-led telephone triage system by English proficiency status of patients empaneled to a large primary care practice network in the Midwest United States. Interpreter Services (IS) need was used as a proxy for LEP. Results Call volumes between the 587 adult patients with LEP and an age-frequency matched cohort of English-Proficient (EP) patients were similar. Calls from patients with LEP were longer and more often made by a surrogate. Patients with LEP received recommendations for higher acuity care more frequently (49.4% versus 39.0%; P < 0.0004), and disagreed with recommendations more frequently (30.1% versus 20.9%; P = 0.0004). These associations remained after adjustment for comorbidities. Patients with LEP were also less likely to follow recommendations (60.9% versus 69.4%; P = 0.0029), even after adjusting for confounders (adjusted odds ratio [AOR] = 0.65; 95% confidence interval [CI], 0.49, 0.85; P < 0.001). Conclusion Patients with LEP who utilized a computer-aided, nurse-led telephone triage system were more likely to receive recommendations for higher acuity care compared to EP patients. They were also less likely to agree with, or follow, recommendations given. Additional research is needed to better understand how telephone triage can better serve patients with LEP.http://link.springer.com/article/10.1186/s12913-017-2651-zTelephone triageLimited English proficiencyInterpreter servicesImmigrants and refugees |
| spellingShingle | Jane W. Njeru Swathi Damodaran Frederick North Debra J. Jacobson Patrick M. Wilson Jennifer L. St Sauver Carmen Radecki Breitkopf Mark L. Wieland Telephone triage utilization among patients with limited English proficiency BMC Health Services Research Telephone triage Limited English proficiency Interpreter services Immigrants and refugees |
| title | Telephone triage utilization among patients with limited English proficiency |
| title_full | Telephone triage utilization among patients with limited English proficiency |
| title_fullStr | Telephone triage utilization among patients with limited English proficiency |
| title_full_unstemmed | Telephone triage utilization among patients with limited English proficiency |
| title_short | Telephone triage utilization among patients with limited English proficiency |
| title_sort | telephone triage utilization among patients with limited english proficiency |
| topic | Telephone triage Limited English proficiency Interpreter services Immigrants and refugees |
| url | http://link.springer.com/article/10.1186/s12913-017-2651-z |
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