St George I M, Cullen M J
Healthline New Zealand, Wellington.
N Z Med J. 2001 Sep 28;114(1140):429-30.
To acquaint New Zealand doctorsabout nurse telephone triage using call centre technology, and to report the activities of Healthline, a pilot call centre telephone triage project in New Zealand.
Data for the second quarter of Healthline's activities are reported.
Healthline received about 100 calls a day, mostly after hours, and typically from symptomatic patients seeking health advice. Women and children were the most frequent users; Maori used the service in proportion to their representation in the population. Common symptoms were to those encountered in primary medical care. Requests for specific health information were usually about the health issues of the day Callers were more often directed to contact general practitioners than any other careproviders. The triage advice provided was often different from the caller's original intention about the timing and and ofcare they would have sought. Satisfaction with the service among Maori and non-Maori callers was high.
Healthline is providing a safe and acceptable primary care triage service in its pilot regions and appears to be meeting its first objective of providing timely and appropriate access to health advice and services.
让新西兰医生了解利用呼叫中心技术进行护士电话分诊的情况，并报告新西兰一个试点呼叫中心电话分诊项目——健康热线（Healthline）的活动。
报告健康热线第二季度的活动数据。
健康热线每天接到约100个电话，大多是在工作时间之外，来电者通常是有症状并寻求健康建议的患者。女性和儿童是最频繁的使用者；毛利人使用该服务的比例与他们在人口中的占比相符。常见症状与初级医疗保健中遇到的症状相同。对特定健康信息的询问通常是关于当日的健康问题。与其他任何医疗服务提供者相比，来电者更多地被指引去联系全科医生。所提供的分诊建议在护理的时间和类型上往往与来电者原本的意图不同。毛利人和非毛利人来电者对该服务的满意度都很高。
健康热线在其试点地区提供了一项安全且可接受的初级医疗分诊服务，似乎实现了其提供及时、恰当的健康建议和服务渠道的首要目标。
