Table 3.

Overview of AQTT items used for assessment of communication quality

Items assessing specific health-related aspects
Item 12:	Gives the caller sufficient time and space to describe the situation
Item 13:	Conducts the conversation in understandable language adapted to the caller’s situation
Item 14:	Ensures that triage decision and advice given are understandable and feasible
Item 15:	Ensures that the caller agrees on the triage decision and advice given and is accommodating in case of disagreement
Item 16:	Structures the conversation
Item 17:	Masters suitable questioning techniques (including suitable use of open-ended, closed-ended and non-leading questions)
Item 18:	Summarises (if relevant), verifies and adjusts if needed
Item 19:	Pays attention to the caller’s experience and situation
Item 20:	Conducts the conversation in an accommodating and friendly tone
Items assessing overall quality
Item 21:	How would you assess the overall quality of the communication?
Item 24:	How would you assess the overall efficiency?

AQTT, Assessment of Quality in Telephone Triage.