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Author Jill Poots, Jim Morgan, Matteo Curcuruto, Stephen Elliott & Andrew Catto |
| Abstract This paper outlines a research project aiming to develop a framework to support telephone triage organisations (e.g., NHS 111) investigating safety incidents or planning system changes. The framework, developed using systematic review and Delphi methods, identified factors at multiple levels of triage work systems. Notable gaps meriting further research and consideration by system leaders included the effect of the physical environment on system performance. |
