Telephone triage and midwifery

A scoping review

Carolyn M. Bailey, Jennifer M. Newton, Helen G. Hall

Research output: Contribution to journalReview ArticleResearchpeer-review

Abstract

Background: Midwives use telephone triage to provide advice and support to childbearing women, and to manage access to maternity services. Telephone triage practises are important in the provision of accurate, timely and appropriate health care. Despite this, there has been very little research investigating this area of midwifery practice. Aim: To explore midwives and telephone triage practises; and to discuss the relevant findings for midwives managing telephone calls from women. Methods: A five-stage process for conducting scoping reviews was employed. Searches of relevant databases as well as grey literature, and reference lists from included studies were carried out. Findings: A total of 11 publications were included. Thematic analysis was used to identify key concepts. We grouped these key concepts into four emergent themes: purpose of telephone triage, expectations of the midwife, challenges of telephone triage, and achieving quality in telephone triage. Discussion: Telephone triage from a midwifery perspective is a complex multi-faceted process influenced by many internal and external factors. Midwives face many challenges when balancing the needs of the woman, the health service, and their own workloads. Primary research in this area of practice is limited. Conclusion: Further research to explore midwives' perceptions of their role, investigate processes and tools midwives use, evaluate training programs, and examine outcomes of women triaged is needed.

Original languageEnglish
Pages (from-to)414-421
Number of pages8
JournalWomen and Birth
Volume31
Issue number5
DOIs
Publication statusPublished - Oct 2018

Keywords

  • Midwifery
  • Quality
  • Scoping review
  • Telephone triage
  • Triage skills

Cite this

@article{41dee8bfa31d48e5a80b87b91e8481cb,
title = "Telephone triage and midwifery: A scoping review",
abstract = "Background: Midwives use telephone triage to provide advice and support to childbearing women, and to manage access to maternity services. Telephone triage practises are important in the provision of accurate, timely and appropriate health care. Despite this, there has been very little research investigating this area of midwifery practice. Aim: To explore midwives and telephone triage practises; and to discuss the relevant findings for midwives managing telephone calls from women. Methods: A five-stage process for conducting scoping reviews was employed. Searches of relevant databases as well as grey literature, and reference lists from included studies were carried out. Findings: A total of 11 publications were included. Thematic analysis was used to identify key concepts. We grouped these key concepts into four emergent themes: purpose of telephone triage, expectations of the midwife, challenges of telephone triage, and achieving quality in telephone triage. Discussion: Telephone triage from a midwifery perspective is a complex multi-faceted process influenced by many internal and external factors. Midwives face many challenges when balancing the needs of the woman, the health service, and their own workloads. Primary research in this area of practice is limited. Conclusion: Further research to explore midwives' perceptions of their role, investigate processes and tools midwives use, evaluate training programs, and examine outcomes of women triaged is needed.",
keywords = "Midwifery, Quality, Scoping review, Telephone triage, Triage skills",
author = "Bailey, {Carolyn M.} and Newton, {Jennifer M.} and Hall, {Helen G.}",
year = "2018",
month = "10",
doi = "10.1016/j.wombi.2017.12.002",
language = "English",
volume = "31",
pages = "414--421",
journal = "Women and Birth",
issn = "1871-5192",
publisher = "Elsevier",
number = "5",

}

Telephone triage and midwifery : A scoping review. / Bailey, Carolyn M.; Newton, Jennifer M.; Hall, Helen G.

In: Women and Birth, Vol. 31, No. 5, 10.2018, p. 414-421.

Research output: Contribution to journalReview ArticleResearchpeer-review

TY - JOUR

T1 - Telephone triage and midwifery

T2 - A scoping review

AU - Bailey, Carolyn M.

AU - Newton, Jennifer M.

AU - Hall, Helen G.

PY - 2018/10

Y1 - 2018/10

N2 - Background: Midwives use telephone triage to provide advice and support to childbearing women, and to manage access to maternity services. Telephone triage practises are important in the provision of accurate, timely and appropriate health care. Despite this, there has been very little research investigating this area of midwifery practice. Aim: To explore midwives and telephone triage practises; and to discuss the relevant findings for midwives managing telephone calls from women. Methods: A five-stage process for conducting scoping reviews was employed. Searches of relevant databases as well as grey literature, and reference lists from included studies were carried out. Findings: A total of 11 publications were included. Thematic analysis was used to identify key concepts. We grouped these key concepts into four emergent themes: purpose of telephone triage, expectations of the midwife, challenges of telephone triage, and achieving quality in telephone triage. Discussion: Telephone triage from a midwifery perspective is a complex multi-faceted process influenced by many internal and external factors. Midwives face many challenges when balancing the needs of the woman, the health service, and their own workloads. Primary research in this area of practice is limited. Conclusion: Further research to explore midwives' perceptions of their role, investigate processes and tools midwives use, evaluate training programs, and examine outcomes of women triaged is needed.

AB - Background: Midwives use telephone triage to provide advice and support to childbearing women, and to manage access to maternity services. Telephone triage practises are important in the provision of accurate, timely and appropriate health care. Despite this, there has been very little research investigating this area of midwifery practice. Aim: To explore midwives and telephone triage practises; and to discuss the relevant findings for midwives managing telephone calls from women. Methods: A five-stage process for conducting scoping reviews was employed. Searches of relevant databases as well as grey literature, and reference lists from included studies were carried out. Findings: A total of 11 publications were included. Thematic analysis was used to identify key concepts. We grouped these key concepts into four emergent themes: purpose of telephone triage, expectations of the midwife, challenges of telephone triage, and achieving quality in telephone triage. Discussion: Telephone triage from a midwifery perspective is a complex multi-faceted process influenced by many internal and external factors. Midwives face many challenges when balancing the needs of the woman, the health service, and their own workloads. Primary research in this area of practice is limited. Conclusion: Further research to explore midwives' perceptions of their role, investigate processes and tools midwives use, evaluate training programs, and examine outcomes of women triaged is needed.

KW - Midwifery

KW - Quality

KW - Scoping review

KW - Telephone triage

KW - Triage skills

UR - http://www.scopus.com/inward/record.url?scp=85037584868&partnerID=8YFLogxK

U2 - 10.1016/j.wombi.2017.12.002

DO - 10.1016/j.wombi.2017.12.002

M3 - Review Article

VL - 31

SP - 414

EP - 421

JO - Women and Birth

JF - Women and Birth

SN - 1871-5192

IS - 5

ER -