PEDIATRICS Vol. 64 No. 5 November 1979, pp. 553-557
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Controlled Clinical Trial of Pediatric Telephone Protocols

Patricia Hartge Strasser MS1, Janice C. Levy MD1, George A. Lamb MD1, and Julia Rosekrans MD1

1 Children's Hospital Medical Center, and Departments of Pediatrics and Preventive and Social Medicine, Harvard Medical School, Boston

A randomized clinical trial of pediatric protocols administered by health assistants demonstrated an alternate method of handling telephone complaints in a large emergency room. The new system advised a higher medical examination rate than the current system in the emergency room probably because the current system has deficits with respect to collecting necessary information and making explicit decisions. This higher rate of recommended visits demonstrated in the emergency room was not confirmed in the two pediatric primary-care settings in which the protocol system was also tested. In addition to this use, the telephone protocols may also be useful in training medical and nursing students, in handling telephone complaints similar to a poison control center, in triaging problems in a rural or emergency medical service, and in providing a record of the telephone call.

Submitted on March 2, 1979
Accepted on April 12, 1979


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