Alexander Davidson
2 May 2019 · Coroner Laurinda Bower · Nottinghamshire
A similar concern from this report was raised again 2 times later. See the linked reports.
The coroner's concerns
1. miscommunication due to fixed algorithm questions
“The NHS 111 telephone triage service uses the NHS Pathways computer system to triage patients via pre-determined question/answer based algorithms. The pre-determined questions are the same whether the caller is an adult or a child. [name redacted] struggled to comprehend some of the medical terminology used during these calls.”
Linked reports
Closely relatedConfidence 0.90 · high
This report
“The NHS 111 telephone triage service uses the NHS Pathways computer system to triage patients via pre-determined question/answer based algorithms. The pre-determined questions are the same whether the caller is an adult or a child.”
Later report
“Evidence showed that a key NHS Pathways question used during triage was not understood by the caller and did not elicit clinically significant information.”
Closely relatedConfidence 0.90 · high
This report
“The pre-determined questions are the same whether the caller is an adult or a child. [name redacted] struggled to comprehend some of the medical terminology used during these calls.”
Later report
“Evidence showed that a key NHS Pathways question used during triage was not understood by the caller and did not elicit clinically significant information.”
Responses
2019-0149-Response-by-NHS-Digital.pdf ↗· N.I.C.E
Stated action
“call handlers receive significant training in questioning and listening skills during initial core training and through ongoing training updates. This is supported and monitored through monthly call audit. This training and on-going monthly call audit are all mapped to the NHS Pathways Competencies.”
2019-0149-Response-by-NICE.pdf ↗· N.I.C.E