A Blessing or a Curse? Teletriage Service in Healthcare

Published Online:https://doi.org/10.1287/mnsc.2023.03292

References

  • Accenture (2021) The rising cost of healthcare system complexity. Accessed February 7, 2025, https://www.accenture.com/\_acnmedia/PDF-161/Accenture-US-Health-Cost-PoV.pdf.Google Scholar
  • American Hospital Association (2023) Fact sheet: Telehealth. Accessed February 7, 2025, https://www.aha.org/factsheet/telehealth.Google Scholar
  • Baird A, Cheng Y, Xia Y (2022) Telehealth adoption and discontinuation by us hospitals: Results from 2 quasi-natural experiments. JMIR Formative Res. 6(2):1–17.CrossrefGoogle Scholar
  • Basky G (2020) Telephone triage hotlines: Effective screens or open gates? Canadian Medical Assoc. J. 192(2):46–47.CrossrefGoogle Scholar
  • Brekke KR, Cellini R, Siciliani L, Straume OR (2010) Competition and quality in health care markets: A differential-game approach. J. Health Econom. 29(4):508–523.CrossrefGoogle Scholar
  • Çakıcı ÖE, Mills AF (2021) On the role of teletriage in healthcare demand management. Manufacturing Service Oper. Management 23(6):1483–1504.LinkGoogle Scholar
  • Campbell JL, Fletcher E, Britten N, Green C, Holt TA, Lattimer V, Richards DA, et al. (2014) Telephone triage for management of same-day consultation requests in general practice (the esteem trial): A cluster-randomised controlled trial and cost-consequence analysis. Lancet 384(9957):1859–1868.CrossrefGoogle Scholar
  • Chiner E, Hernández C, Blanco-Aparicio M, Funenga-Fitas E, Jiménez-Ruiz C (2022) Patient perspectives of the influence of severe and non-severe asthma on their quality of life: A national survey of asthma patients in Spain. Clinical Respiratory J. 16(2):130–141.CrossrefGoogle Scholar
  • Dai T, Singh S (2020) Conspicuous by its absence: Diagnostic expert testing under uncertainty. Marketing Sci. 39(3):540–563.LinkGoogle Scholar
  • Dai T, Singh S (2022) Artificial intelligence on call: The physician’s decision of whether to use AI in clinical practice. Preprint, submitted January 5, https://dx.doi.org/10.2139/ssrn.3987454.Google Scholar
  • De Fraja G (2000) Contracts for health care and asymmetric information. J. Health Econom. 19(5):663–677.CrossrefGoogle Scholar
  • Farzandipour M, Nabovati E, Sharif R (2024) The effectiveness of tele-triage during the COVID-19 pandemic: A systematic review and narrative synthesis. J. Telemedicine Telecare 30(9):1367–1375.CrossrefGoogle Scholar
  • Gaziel-Yablowitz M, Bates DW, Levine DM (2021) Telehealth in US hospitals: State-level reimbursement policies no longer influence adoption rates. Internat. J. Medical Informatics 153:104540.CrossrefGoogle Scholar
  • Giesen P, Ferwerda R, Tijssen R, Mokkink H, Drijver R, van den Bosch W, Grol R (2007) Safety of telephone triage in general practitioner cooperatives: Do triage nurses correctly estimate urgency? Quality Safety Health Care 16(3):181–184.CrossrefGoogle Scholar
  • Graversen D, Christensen MB, Pedersen AF, Carlsen A, Bro F, Christensen HC, Vestergaard C, Huibers L (2020) Safety, efficiency and health-related quality of telephone triage conducted by general practitioners, nurses, or physicians in out-of-hours primary care: A quasi-experimental study using the assessment of quality in telephone triage (AQTT) to assess audio-recorded telephone calls. BMC Family Practice 21(1):84.CrossrefGoogle Scholar
  • Health Resources and Services Administration (HRSA) (2021) Telehealth for emergency departments. Accessed February 7, 2025, https://telehealth.hhs.gov/providers/best-practice-guides/telehealth-for-emergency-departments/tele-triage.Google Scholar
  • Heiman A, Reardon T, Zilberman D (2022) The effects of COVID-19 on the adoption of “on-the-shelf technologies”: Virtual dressing room software and the expected rise of third-party reverse-logistics. Service Sci. 14(2):179–194.LinkGoogle Scholar
  • Jiang H, Pang Z, Savin S (2020) Performance incentives and competition in health care markets. Production Oper. Management 29(5):1145–1164.CrossrefGoogle Scholar
  • Ke TT, Shen Z-JM, Villas-Boas JM (2016) Search for information on multiple products. Management Sci. 62(12):3576–3603.LinkGoogle Scholar
  • Kuksov D, Liao C (2018) When showrooming increases retailer profit. J. Marketing Res. 55(4):459–473.CrossrefGoogle Scholar
  • LeRouge CM, Gupta M, Corpart G, Arrieta A (2019) Health system approaches are needed to expand telemedicine use across nine Latin American nations. Health Affairs 38(2):212–221.CrossrefGoogle Scholar
  • Li M (2019) Overconfident distribution channels. Production Oper. Management 28(6):1347–1365.CrossrefGoogle Scholar
  • Longoni C, Bonezzi A, Morewedge CK (2019) Resistance to medical artificial intelligence. J. Consumer Res. 46(4):629–650.CrossrefGoogle Scholar
  • Lovett L (2018) AI triage chatbots trekking toward a standard of care despite criticism. Accessed February 7, 2025, https://www.mobihealthnews.com/content/ai-triage-chatbots-trekking-toward-standard-care-despite-criticism.Google Scholar
  • Medstar Health (2019) Medstar Health emergency department teletriage program. Accessed February 7, 2025, https://www.medstarhealth.org/news-and-publications/articles-and-research-reports/medstar-health-emergency-department-ed-teletriage-program.Google Scholar
  • Miraldo M, Siciliani L, Street A (2011) Price adjustment in the hospital sector. J. Health Econom. 30(1):112–125.CrossrefGoogle Scholar
  • Nassiri S, Adida E, Mamani H (2022) Reference pricing for healthcare services. Manufacturing Service Oper. Management 24(2):921–937.LinkGoogle Scholar
  • Philips H, Van Bergen J, Huibers L, Colliers A, Bartholomeeusen S, Coenen S, Remmen R (2015) Agreement on urgency assessment between secretaries and general practitioners: An observational study in out-of-hours general practice service in Belgium. Acta Clinica Belgica 70(5):309–314.CrossrefGoogle Scholar
  • Rajan B, Tezcan T, Seidmann A (2019) Service systems with heterogeneous customers: Investigating the effect of telemedicine on chronic care. Management Sci. 65(3):1236–1267.LinkGoogle Scholar
  • Ren Y, Croson DC, Croson RTA (2017) The overconfident newsvendor. J. Oper. Res. Soc. 68(5):496–506.CrossrefGoogle Scholar
  • Sun M, Tyagi RK (2020) Product fit uncertainty and information provision in a distribution channel. Production Oper. Management 29(10):2381–2402.CrossrefGoogle Scholar
  • Teletriage System (2023) Telehealth and teletriage. Accessed February 7, 2025, https://www.teletriage.com/about-teletriage.Google Scholar
  • Thomas G (2022) Why we said ‘no’ to digital triage in our practice. Management Practice. Google Scholar
  • Turner J, Coster J, Chambers D, Phung V-H, Knowles E, Bradbury D, Goyder E (2015) What evidence is there on the effectiveness of different models of delivering urgent care? A rapid review. Health Services Delivery Res. 3(43).CrossrefGoogle Scholar
  • UnitedHealth Group (2019) 18 million avoidable hospital emergency department visits add $32 billion in costs to the health care system each year. Accessed February 7, 2025, https://www.unitedhealthgroup.com/content/dam/UHG/PDF/2019/UHG-Avoidable-ED-Visits.pdf.Google Scholar
  • Ursu RM, Wang Q, Chintagunta PK (2020) Search duration. Marketing Sci. 39(5):849–871.LinkGoogle Scholar
  • U.S. Department of Health and Human Services (2023) Overview and objectives of health care. Accessed February 7, 2025, https://health.gov/healthypeople/objectives-and-data/browse-objectives/health-care.Google Scholar
  • Webb EM, Mills AF (2019) Incentive-compatible prehospital triage in emergency medical services. Production Oper. Management 28(9):2221–2241.CrossrefGoogle Scholar
  • Williams B, Warren S, McKim R, Janzen W (2012) Caller self-care decisions following teletriage advice. J. Clinical Nursing 21(7–8):1041–1050.CrossrefGoogle Scholar
  • Witkowska-Zimny M, Nieradko-Iwanicka B (2022) Telemedicine in emergency medicine in the COVID-19 pandemic—Experiences and prospects—A narrative review. Internat. J. Environ. Res. Public Health 19(13):8216.CrossrefGoogle Scholar
  • Yang S, Xiong G (2019) Try it on! Contingency effects of virtual fitting rooms. J. Management Inform. Systems 36(3):789–822.CrossrefGoogle Scholar
  • Yang S, Xiong G, Mao H, Ma M (2023) Virtual fitting room effect: Moderating role of body mass index. J. Marketing Res. 60(6):1221–1241.CrossrefGoogle Scholar
  • Yang P, Bi G, Qi J, Wang X, Yang Y, Xu L (2021) Multimodal wearable intelligence for dementia care in healthcare 4.0: A survey. Inform. Systems Frontiers.Google Scholar
  • Yu SWY, Ma A, Tsang VHM, Chung LSW, Leung S-C, Leung L-P (2020) Triage accuracy of online symptom checkers for accident and emergency department patients. Hong Kong J. Emergency Medicine 27(4):217–222.CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.