Table 1 Summary of PIs and values assigned by professionals in the first survey round
Dimension | Summary of first-round. How the informants evaluated importance and relevance of indicators (scale 0–10) | Importance of indicator Average (standard deviation) | Importance of indicator Median | Relevance of indicator Average (standard deviation) | Relevance of indicator Median | Indicator selected for second-round survey |
|---|---|---|---|---|---|---|
Dimension: Service availability | Percentage of answered contacts | 9,10 (0,78) | 9,00 | 8,90 (1,36) | 8,50 | x |
Waiting times (straight answered or callbacks) | 9,00 (1,00) | 9,00 | 8,90 (1,05) | 9,00 | x | |
Arrival time of the phone call | 8,60 (1,11) | 9,00 | 8,30 (1,39) | 8,50 | Â | |
Type of the phone call by the lines | 6,60 (1,41) | 7,00 | 6,30 (1,56) | 6,00 | Â | |
Duration of the phone call | 4,80 (2,11) | 4,50 | 4,80 (2,33) | 4,00 | Â | |
Dimension: Patient experience | Professional qualifications and length of work experience | 8,90 (1,62) | 9,50 | 8,60 (1,73) | 9,50 | x |
Patient experience | 8,50 (1,32) | 9,00 | 8,30 (1,39) | 8,50 | x | |
Professional attitude | 8,30 (1,85) | 9,00 | 7,90 (2,47) | 9,00 | Â | |
Quality of communication | 8,30 (1,71) | 9,00 | 7,80 (1,39) | 7,50 | Â | |
Patient satisfaction to service | 8,30 (1,56) | 8,50 | 8,30 (1,56) | 8,50 | Â | |
Frequency of complaints and official reminders about the service | 7,00 (1,87) | 7,00 | 6,90 (1,54) | 7,00 | Â | |
Dimension: Quality and safety | The severity of patient symptoms and urgency of follow-up care needed | 9,30 (0,83) | 9,50 | 9,40 (0,86) | 10,00 | x |
Reason for encounter (as ICPC-2) | 8,80 (1,30) | 9,00 | 8,60 (1,41) | 9,00 | x | |
Development of the patient's symptom/discomfort | 7,80 (1,83) | 7,50 | 7,80 (1,83) | 7,50 | Â | |
Possible cause and effect of patient symptoms | 7,80 (3,16) | 7,00 | 7,60 (3,16) | 7,00 | Â | |
Clinical outcomes | 7,80 (1,62) | 7,50 | 7,50 (1,20) | 7,50 | Â | |
Duration of the patient's symptom | 6,50 (3,16) | 7,50 | 6,40 (3,11) | 7,00 | Â | |
Safety of service | 5,50 (2,00) | 5,00 | 4,90 (1,96) | 5,00 | Â | |
Dimension: The outcome of the telephone triage process | The outcome of the telephone triage assessment process (type and level of the follow up contact) | 8,60 (1,30) | 8,50 | 8,60 (1,30) | 8,50 | x |
Review of patient Medical history | 7,90 (1,96) | 8,50 | 8,00 (1,50) | 8,00 | x | |
Patient compliance for follow-up instructions | 7,90 (1,69) | 8,00 | 7,60 (2,00) | 8,00 | Â | |
Patient medication | 7,60 (2,00) | 8,00 | 7,60 (2,06) | 8,00 | Â | |
Mortality | 6,40 (3,00) | 6,00 | 6,30 (3,03) | 6,00 | Â |