Clinical advisors at NHS 111 improve accuracy for paediatric patients and their advice is more reliably followed: a retrospective observational cohort study

Abstract

Objective: To determine whether National Health Service (NHS) 111 advice regarding paediatric patients given by clinically trained health advisors (CHAs) is, as previously found for adult patients, less risk-averse, more accurate and complied with more than that given by non-clinically trained health advisors (NHAs) DESIGN: Retrospective observational study using routinely collected, linked NHS urgent care data.

Setting: NHS 111 triaging services in Yorkshire and the Humber, 2014-2017.

Patients: Children (<16 years) who were the subject of a call to NHS 111.

Main outcome measures: The recommendation given, whether the patient attended the emergency department (ED) within 48 hours and if so whether the patient was admitted to hospital, or considered 'non-urgent'. Adjusted logistic regressions were used for analysis.

Results: 972 221 calls were analysed (26.5% CHA; 73.5% NHA). CHAs were more likely than NHAs to recommend guardian/self-care (OR 45, 95% CI 44 to 46), and less likely to recommend ambulance dispatch (OR 0.5; 95% CI 0.48 to 0.51), ED attendance (OR 0.79; 95% CI 0.77 to 0.8) or primary care (OR 0.163; 95% CI 0.161 to 0.165). Patients were less likely to attend ED following guardian/self-care recommendations from CHAs versus NHAs (OR=0.64; 95% CI 0.56 to 0.74), but no more likely to be admitted if they did attend (OR 1.2; 95% CI 0.8 to 1.8). Callers were more likely to terminate a call before receiving a formal recommendation from a CHA (OR 2.02; 95% CI 2.0 to 2.1). Call-terminators were less likely to attend ED (OR 0.128; 95% CI 0.12 to 0.13) and more likely to be considered non-urgent if attending ED (OR 1.23; 95% CI 1.2 to 1.3) if advised by a CHA.

Conclusions: Paediatric patient journeys suggest triage by CHAs is less risk-averse and more accurate. Patients are more likely to avoid attending ED if advised to by a CHA. Callers who terminate a call early may typically represent the 'worried well'. CHAs may better identify these patients and discourage them from attending ED in prerecommendation conversation. This has implications for the cost-benefit balance of NHS 111 staffing.

Keywords: Child Health Services; Emergency Care; Health services research; Paediatric Emergency Medicine.