Digitalization of triage in general practice in The Netherlands: Impact on work outcomes of staff

Abstract Background An aging population with rising healthcare needs (i.e. chronic diseases), increased patient demands, and a shortage of healthcare professionals have put general practices increasingly under pressure. Digitalization of triage systems (i.e. call-back system, triage GP and nurse, self-booking appointments; e-consult) could enhance efficiency and manage workloads. The research question is: How does the digitalization of the triage flow impact staff's work outcomes in general practice? Methods We used a qualitative and ethnographic study design. Participants were several staff members (GPs, assistants, GP managers/owners and nurses) from multiple general practices in The Netherlands. Semi-structured interview and observation guides were used. Data saturation occurred with 14 sessions. We analyzed using deductive and inductive coding. Data was triangulated with one focus group discussion. Results 1) Impact on staff: overall workload and work pressure decreased, although a bigger initial effort was needed (including overcoming staff hesitation and concerns). Work differentiation (i.e. triage GP and nurse; patient educating), made the work more fun, aside from some frustrations (i.e. bugs). 2) Organizational outcomes: No innovation disrupted workflows seriously. Some innovations necessitated integration of new routines. Overall efficiency was improved (i.e. reducing multiple handling of patients). 3) Perceived patient outcomes: patient care efficiency and accessibility increased (i.e. shorter waiting lists). Conclusions Digitalization of triage systems significantly reduces staff workload, enhances organizational efficiency and improved perceived patient satisfaction in general practice, despite some challenges. Ongoing system improvements and patient education are essential. General practices outside The Netherlands can also profit from these results. Key messages • Digitalization of triage systems significantly reduces staff workload, enhances organizational efficiency and improves perceived patient satisfaction in general practice. • Ongoing system improvements and patient education are essential for the successful adoption of these innovations.