Telefonska triaža pri sprejemanju klicev na primarni ravni zdravstvenega varstva : magistrsko delo

Vrbovšek, Inge (avtor), Kvas, Andreja (mentor), Prestor, Jože (komentor), Zafošnik, Uroš (komentor), Kavčič, Tina (recenzent)

Uvod: Dostopnost do zdravstvenih storitev ima v naši družbi ključno vlogo. Univerzalno zdravstveno varstvo pomeni zagotavljanje kakovostnih, učinkovitih in varnih zdravstvenih storitev za vse. V okviru javnega zdravstva so se zato razvili pristopi za hitro ocenjevanje zdravstvenega stanja uporabnikov, med katerimi je tudi triaža. Pri tej metodi se zbirajo in analizirajo podatki za določitev nujnosti obravnave. Ena od oblik triaže je telefonska triaža. Namen: Namen raziskave je ugotoviti, ali izvedba delavnic na področju telefonske triaže in uporaba protokolov povzetih po Manchester Triage System Telephone Triage and Advice vplivata na uspešnost triaž ter preučiti povezanost delovne dobe medicinskih sester s pravilno končno odločitvijo pri telefonski triaži. Metode dela: Uporabili smo kvantitativno metodo z uporabo testov za oceno znanja in kvalitativno metodo s kodiranjem besedila, pri čemer so sodelovale medicinske sestre na primarni ravni, ki delajo v ambulantah splošne medicine in zdravstvenem varstvu otrok. Testi so vsebovali scenarije klicev, kjer so medicinske sestre določale stopnjo nujnosti obiska. Analiza podatkov je bila najprej izvedena z uporabo Kolmogorov-Smirnovega in Shapiro-Wilkovega testa za preverjanje normalne porazdelitve, nato pa še Wilcoxonov test. Rezultati: Pred delavnico so medicinske sestre izkazovale nižjo raven znanja pri ocenjevanju nujnosti obiska pacientov. Po delavnici in uvedbi protokolov se je znanje izboljšalo, kar se kaže v višjem povprečnem številu točk. Rezultati Wilcoxonovega testa so pokazali, da obstajajo statistično značilne razlike med prvo in drugo meritvijo (W = -3,775; p < 0,05), kar pomeni, da se je znanje medicinskih sester po delavnici izboljšalo. Število pozitivnih rangov (n = 37) kaže, da je večina udeležencev po delavnici dosegla več točk. Analiza je tudi pokazala, da daljša delovna doba ni bila povezana z boljšimi rezultati pri ocenjevanju nujnosti obiska. To nakazuje, da je uporaba standardiziranih protokolov in ciljno usmerjeno izobraževanje ključno za izboljšanje znanja in natančnosti pri telefonski triaži, ne glede na delovno izkušnjo medicinskih sester. Razprava in zaključek: Raziskava je pokazala, da izobraževanje in uporaba standardiziranih protokolov izboljšujeta natančnost medicinskih sester pri ocenjevanju nujnosti, ne glede na delovno dobo. Poudarjena je potreba po formalizaciji dokumentacijskih smernic za večjo sledljivost in varnost. Ugotovitve so uporabne za nadgradnjo protokolov in razvoj izobraževalnih programov.

• Jezik: Slovenski jezik
• Ključne besede: magistrska dela, zdravstvena nega, medicinske sestre, ocena nujnosti obiska, izobraževanje, protokoli, komunikacija
• Vrsta gradiva: Magistrsko delo/naloga
• Tipologija: 2.09 - Magistrsko delo
• Organizacija: ZF - Zdravstvena fakulteta
• Kraj izida: Ljubljana
• Založnik: [I. Vrbovšek]
• Leto izida: 2025
• Št. strani: 88 str., [7] str. pril.
• PID: 20.500.12556/RUL-168866
• UDK: 616-083
• COBISS.SI-ID: 235147011
• Datum objave v RUL: 01.05.2025

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Telephone triage in handling calls at the primary level of healthcare : master thesis

Izvleček

Introduction: Access to healthcare services plays a crucial role in our society. Universal healthcare means ensuring quality, efficient, and safe medical services for everyone. In the field of public health, approaches have been developed to quickly assess the health status of individuals, one of which is triage. This method involves collecting and analyzing data to determine the urgency of treatment. One form of triage is telephone triage. Purpose: The purpose of the research is to determine whether the implementation of telephone triage workshops and the use of protocols adapted from the Manchester Triage System Telephone Triage and Advice affect the success of triage and to examine the relationship between nurses' length of service and the correct final decision in telephone triage. Methods: We used a quantitative method with knowledge assessment tests and a qualitative method with text coding, involving nurses working at the primary level in general medicine clinics and pediatric healthcare. The tests included call scenarios in which nurses determined the urgency level of patient visits. Data analysis was first conducted using the Kolmogorov-Smirnov and Shapiro-Wilk tests to check for normal distribution, followed by the Wilcoxon test. Results: Before the workshop, nurses demonstrated a lower level of knowledge and accuracy in assessing the urgency of patient visits. After the workshop and the implementation of protocols, knowledge significantly improved, as reflected in a higher average score. The results of the Wilcoxon test showed statistically significant differences between the first and second measurements (W = -3.775; p < 0.05), indicating that nurses' knowledge significantly improved after the workshop. The number of positive ranks (n = 37) shows that the majority of participants achieved higher scores after the workshop. Additionally, the analysis revealed that a longer duration of work experience was not associated with better results in assessing visit urgency. This suggests that the use of standardized protocols and targeted training is crucial for improving knowledge and accuracy in telephone triage, regardless of nurses' work experience. Discussion and conclusion: The study showed that education and the use of standardized protocols improve the accuracy of nurses in assessing urgency, regardless of years of service. The need to formalize documentation guidelines for greater traceability and safety was emphasized. The findings are useful for upgrading protocols and developing educational programs.

• Ključne besede: master's theses, nursing care, nurses, urgency assessment, education, protocols, communication.