Women’s Satisfaction With Obstetric Triage Services

Patients' experiences with an obstetric telephone triage system: A qualitative study

BACKGROUND

Telephone Triage Systems aim to provide a uniform and practical system for healthcare professionals in order to prioritize urgency of care. A disadvantage of telephone triage system could be that the conversations are experienced as less personal, as it uses a uniform procedure for every patient. Therefore, aside from the clinical relevance, patient expectations, experiences and satisfaction were studied.

OBJECTIVE

The purpose of this study is to explore patients' experiences with obstetric telephone triage.

METHODS

A descriptive, qualitative design to explore experiences after triage with Dutch Obstetric Telephone Triage System. Participants, recruited from two Dutch hospitals, were pregnant women who received triage by telephone. Semi-structured interviews were held. The following topics were discussed: expectations before triage, experiences with triage, waiting time, information and communication, approach of healthcare professional, and quality of treatment. Data were analyzed using open, axial and selective coding.

RESULTS

Overall, the participants experienced the telephone conversation as satisfactory. This was due to the perceived professionalism with high accessibility and perceived reassurance. The approach of the professional was experienced as friendly and empathetic. Participants suggested that triage services could be improved by looking specifically at information provision. Explaining in advance how the service works can be helpful to create more awareness and to align better with expectations.

CONCLUSION

Participants reported that they could tell their own story and most participants realized that the professional asked extra questions in order to quantify the seriousness of the complaints. The level of involvement in the next steps of their care episode experienced by respondents lead us to conclude that the professional intended patient-centered care.

PRACTICE IMPLICATIONS

Improving the provision of information during waiting times and about the accessibility of the service can increase the quality of obstetric triage care. Patient involvement is necessary to increase trust and to meet the needs of the patient.

Improving assessment of acute obstetric patients - introducing a Swedish obstetric triage system

BACKGROUND

Failure to identify severely ill obstetric patients seeking acute care, and hence delaying treatment, can lead to maternal morbidity and mortality. Triage is the prioritization of patients seeking emergency care, based on clinical decision-making tools assessing medical urgency. While triage has been applied in general emergency medicine for 30 years, there are only a few obstetric triage systems (OTS) and obstetric triage has hitherto been unknown in Sweden. Obstetric triage is more complex than general triage since both mother and fetus require assessment, and pregnancy-related physiological changes must be taken into account. This paper aims to describe the development and an initial evaluation of the first OTS in Sweden.

METHODS

A multidisciplinary team surveyed reasons to seek acute obstetric care and the current patient flow at the largest obstetric unit in Scandinavia, Sahlgrenska University Hospital, Gothenburg, Sweden, with about 10,000 deliveries/year. A semi-structured literature review on obstetric triage was undertaken. Based on the survey and the literature review the first Swedish OTS was developed and implemented. Patient satisfaction was followed by electronical questionnaires. Initial validity evaluation was performed, defined by the system's ability to identify patients with need for hospital admission, stratified by acuity level.

RESULTS

The Gothenburg Obstetrical Triage System (GOTS) addresses the patient to one of five acuity levels based on both vital signs and 14 chief complaint algorithms. It entails recommendations for initial procedures of care as well as an acuity form for documentation. Initial evaluation of the system indicates good correlation between need for admission and acuity level. The implementation has provided the staff with an improved medical overview of the patients and patient flow and enabled the unit to monitor emergency care in a structured way. Implementation came along with increased patient and staff satisfaction.

CONCLUSION

The GOTS is the first OTS developed in and for Sweden and implementation has improved management of obstetric patients seeking acute care. Patients are now prioritized according to level of acuity and the time to assessment and treatment of severely ill patients can be structurally evaluated. Both patients and staff express improved satisfaction with obstetric triage.

Representações de puérperas sobre o cuidado recebido no trabalho de parto e parto

Objetivo: describir las representaciones sociales de puérperas sobre el cuidado recibido durante el trabajo de parto y parto.Metodología: se trata de un estudio descriptivo basado en la Teoría del Núcleo Central, desarrollado con 119 madres, en un hospital público de Fortaleza, Ceará, Brasil. Los datos fueron recolectados por medio del Test de Asociación de Palabras, que contenía como estímulos inductores: cuidado, trabajo de parto, parto, cuidado en el trabajo de parto y en el parto, siendo transcritos y analizados por el software Evoc.Resultados: a partir del análisis estructural, los vocablos dolor, felicidad y orientación presentaron mayor frecuencia como elemento central de los respectivos términos inductores.Conclusión: por medio de los resultados obtenidos, es posible afirmar que el momento del trabajo de parto y el parto es crucial para que el enfermero planee y ejecute una adecuada asistencia durante el proceso de parto con el fin de reducir el impacto de las representaciones negativas en relación con ese proceso.