Assessing communication skills of clinical call handlers working at an out-of-hours centre: development of the RICE rating scale

British Journal of General Practice

Jan-Joost E Rethans¹  Hay P Derkx¹  J André Knottnerus¹  Paul M Ram¹ 

[1] Maastricht University, Maastricht, the Netherlands

关键词: after-hours;    care;    communication;    quality assessment;    telephone consultation;   

DOI  :  

学科分类：卫生学

来源: Royal College of General Practitioners

【 摘 要 】

Out-of-hours centres provide telephone support to patients with medical problems. In most of these centres specially-trained nurses handle incoming telephone calls. They assess patients' needs, the degree of urgency, and determine the level of care required. Assessment of the medical problem and the quality of ‘care-by-phone’ depend on the medical and communication skills of the call handlers.

【 授权许可】

Unknown