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June 6, 2026Journal of Telemedicine and Telecare

Remote triage and virtual urgent care services: A qualitative assessment of factors that impact triage decisions and outcomes

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Authors

CGCaroline GrayBLBarbara LernerJEJacqueline Egelfeld

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Overview

Qualitative assessment reveals decision-making influences in tele-triage services, suggesting areas for improvement.

Key Points

  • To examine factors that shape triage decisions and outcomes in the VA's tele-triage program.
  • Conducted semi-structured interviews with 39 participants, including triage nurses and virtual urgent care providers.
  • Interviews were held across six VA regions to explore decision-making processes and challenges.
  • Transcripts were thematically coded and analyzed to identify influencing factors.
  • Four primary factors influenced triage decisions: usability of decision-support tools, nurse training, organizational priorities, and patient beliefs.
  • Tensions existed between the need for efficiency and the importance of safety in triage decisions.
  • Providers indicated some Veterans' symptoms would be better addressed through primary care due to institutional pressures.

Cite This Study

Gray et al. (2026) studied this question.

synapsesocial.com/papers/6a23b9f271a5da9775e75af4https://doi.org/10.1177/1357633x261456148
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