Table 1.
Characteristics of the respondents and non-receivers and the estimated difference between respondents and non-respondents
| Respondents (n=30 402) |
Non-receivers (n=1701154) |
Difference % respondents versus % estimation non-respondents | |||
| Satisfied (n=22 203) |
Intermediate (n=5002) | Dissatisfied (n=3197) |
|||
| Sex | |||||
| Female | 12 103 (54.5%) | 2824 (56.5%) | 1723 (53.9%) | 901 247 (53.0%) | 2.5% |
| Male | 9738 (43.9%) | 2064 (41.3%) | 1372 (42.9%) | 742 677 (43.7%) | −0.3% |
| Missing | 362 (1.6%) | 114 (2.3%) | 102 (3.2%) | 57 230 (3.4%) | −1.9% |
| Age (years) | |||||
| 0–4 | 4169 (18.8%) | 947 (18.9%) | 509 (15.9%) | 278 601 (16.4%) | 2.8% |
| 5–17 | 4116 (18.5%) | 865 (17.3%) | 440 (13.8%) | 230 482 (13.6%) | 5.6% |
| 18–39 | 5350 (24.1%) | 1510 (30.2%) | 1182 (37.0%) | 518 393 (30.5%) | −5.2% |
| 40–59 | 4689 (21.1%) | 997 (19.9%) | 669 (20.9%) | 294 642 (17.3%) | 5.5% |
| 60–79 | 2942 (13.3%) | 475 (9.5%) | 241 (7.5%) | 208 682 (12.3%) | −0.3% |
| ≥80 | 575 (2.6%) | 94 (1.9%) | 54 (1.7%) | 113 127 (6.7%) | −5.5% |
| Missing | 362 (1.6%) | 114 (2.3%) | 102 (3.2%) | 57 227 (3.4%) | 4.0% |
| Reason for encounter | |||||
| Somatic illness | 10 533 (47.4%) | 2374 (47.5%) | 1599 (50.0%) | 773 868 (45.5%) | 3.0% |
| Somatic injury | 5977 (26.9%) | 1043 (20.9%) | 412 (12.9%) | 324 253 (19.1%) | 7.0% |
| Psychiatric illness | 92 (0.4%) | 25 (0.5%) | 12 (0.4%) | 10 842 (0.6%) | −0.3% |
| Other * | 5601 (25.2%) | 1560 (31.2%) | 1174 (36.7%) | 592 191 (34.8%) | −9.5% |
| Triage response | |||||
| Face-to-face consultation | 12 527 (56.4%) | 2546 (50.9%) | 1121 (35.1%) | 772 583 (45.4%) | 10.3% |
| Telephone consultation | 7437 (33.5%) | 1996 (39.9%) | 1644 (51.4%) | 706 467 (41.5%) | −6.5% |
| Ambulance | 1027 (4.6%) | 97 (1.9%) | 36 (1.1%) | 54 071 (3.2%) | 0.8% |
| Other* | 1212 (5.5%) | 363 (7.3%) | 396 (12.4%) | 168 033 (9.9%) | −4.4% |
| Time of the call | |||||
| Daytime weekday | 3353 (15.1%) | 682 (13.6%) | 480 (15.0%) | 216 978 (12.8%) | 2.8% |
| Daytime OOH | 3606 (16.2%) | 928 (18.6%) | 541 (16.9%) | 409 131 (24.1%) | −9.5% |
| Evening/night OOH | 15 244 (68.7%) | 3392 (67.8%) | 2176 (68.1%) | 1 075 045 (63.2%) | 7.0% |
| Waiting time | |||||
| 0–3 min | 11 989 (54.0%) | 2175 (43.5%) | 1397 (43.7%) | 860 874 (50.6%) | 0.9% |
| 3–6 min | 3904 (17.6%) | 772 (15.4%) | 558 (17.5%) | 286 752 (16.9%) | 0.5% |
| 6–10 min | 3057 (13.8%) | 742 (14.8%) | 445 (13.9%) | 235 531 (13.9%) | 0.2% |
| 10–20 min | 2649 (11.9%) | 933 (18.7%) | 556 (17.4%) | 240 072 (14.1%) | −0.6% |
| ≥20 min | 604 (2.7%) | 380 (7.6%) | 241 (7.5%) | 77 914 (4.6%) | −0.7% |
| Consultation time | |||||
| 0–3 min | 7919 (35.7%) | 1896 (37.9%) | 1268 (39.7%) | 641 846 (37.7%) | −1.6% |
| 3–6 min | 10 134 (45.6%) | 2234 (44.7%) | 1334 (41.7%) | 740 206 (43.5%) | 2.1% |
| 6–10 min | 3505 (15.6%) | 742 (14.8%) | 517 (16.2%) | 264 892 (15.6%) | 0.2% |
| ≥10 min | 645 (2.9%) | 130 (2.6%) | 78 (2.4%) | 54 210 (3.2%) | −0.5% |
| First call-taker | |||||
| Nurse | 17 654 (79.5%) | 3838 (76.7%) | 2406 (75.3%) | 1 265 043 (74.4%) | 5.7% |
| Physician | 3942 (17.8%) | 1042 (20.8%) | 699 (21.9%) | 388 509 (22.8%) | −5.3% |
| Priority physician | 125 (0.6%) | 32 (0.6%) | 35 (1.1%) | 20 527 (1.2%) | −0.7% |
| 112 | 0 (0.0%) | 0 (0%) | 0 (0.0%) | 12 (0.0%) | 0.0% |
| Missing | 482 (2.2%) | 90 (1.8%) | 57 (1.8%) | 27 063 (1.6%) | 0.6% |
| Call forwarded to a physician† | |||||
| Yes | 2073 (11.7%) | 675 (17.6%) | 489 (20.3%) | 184 250 (14.6%) | 0.4% |
| No | 15 581 (88.3%) | 3163 (82.4%) | 1917 (79.7%) | 1 080 743 (85.4%) | −0.4% |
*Includes missing values.
†Percentage based on the number of calls that were in first instance picked up by a nurse.
OOH, out-of-hours.