The Impact of digital Triage at Dutch GP Practices for underserved patient groups outcomes

Abstract Background An aging population with rising healthcare needs, increased patient demands, and a shortage of healthcare professionals have put general practices increasingly under pressure. Technological and work process innovations in triage could enhance efficiency and manage workloads. This might lead to underserving of certain groups (i.e. non-native language speakers, ethnic minorities, the elderly). The research question is: How does digital Triage within general practices impact accessibility and patient satisfaction with regard to potentially underserved patient groups? 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 13 sessions. We analyzed using deductive and inductive coding. Data was triangulated with one focus group discussion. Results 1) Accessibility: Age-related differences, language and cultural barriers may lead to accessibility barriers. Some solutions are: the use of multilingual tools & staff (both written & spoken proficiency), delivering training & support, and using multiple channels. 2) Patient satisfaction: overall patients are satisfied with the different work process innovations (callback system, triage GP etc.). There is a need for appropriate feedback channels though (f.i. yearly patient satisfaction surveys). Conclusions While innovative triage systems improve efficiency, they also introduce challenges for under-served groups. Strategies to mitigate these challenges include targeted digital literacy programs and inclusive design practices. Further research is needed into tailored digital health solutions to bridge existing gaps. The study underscores the importance of integrating digital and work process innovations thoughtfully to ensure equitable healthcare access for all patient demographics. Key messages • While digital triage systems improve efficiency, they also introduce challenges for potentially under-served groups in general practice. • Digital exclusion from triage services is prevented, by the use of multi-lingual tools & staff (both written & spoken proficiency), delivering training & support, and using multiple channels.