Table 1.
Patient and visit characteristics by achievement of first contact resolution (FCR).
| Characteristic | Achieved FCR (N = 92) | Did not achieve FCR (N = 12) | p value |
|---|---|---|---|
| Age, mean (SD) | 58.7 (16.8) | 59.3 (14.8) | 0.92 |
|
| |||
| Sex, % | 0.410 | ||
| Male | 78 (84.8) | 9 (75) | |
| Female | 14 (15.2) | 3 (25) | |
|
| |||
| Race, % | 0.485 | ||
| White | 65 (70.7) | 10 (83.3) | |
| Non-Whitea | 14 (15.1) | 0 | |
| Declined/unknown | 13 (14.2) | 2 (16.7) | |
|
| |||
| Marital status, % | 1.00 | ||
| Married | 34 (37.0) | 4 (33.3) | |
| Not marriedb | 58 (63.0) | 8 (66.7) | |
|
| |||
| Rurality, % | 0.220 | ||
| Urban | 51 (55.4) | 4 (33.3) | |
| Rural | 41 (44.6) | 8 (66.7) | |
|
| |||
| CAN score, mean (SD) | 70.5 (23.3) | 76.2 (22.2) | 0.425 |
|
| |||
| Type of CC, % | 0.149 | ||
| Musculoskeletal | 31 (33.7) | 6 (50.0) | |
| Dermatologic | 13 (14.1) | 2 (16.7) | |
| Gastrointestinal | 12 (13.0) | 4 (33.3) | |
| ENT/respiratory | 11 (12.0) | 0 (0) | |
| Genitourinary | 9 (9.8) | 0 (0) | |
| Otherc | 16 (17.4) | 0 (0) | |
|
| |||
| Initial triage recommended care within 24 hours, % | 76 (82.6) | 9 (75) | 0.456 |
|
| |||
| Initial triage recommended follow-up location, % | 0.756 | ||
| Emergency department | 21 (22.8) | 3 (25.0) | |
| Clinic | 66 (71.7) | 8 (66.7) | |
| Otherd | 5 (5.4) | 1 (8.3) | |
|
| |||
| Visit type, % | 0.001 | ||
| Video | 74 (80.4) | 4 (33.3) | |
| Telephone | 18 (19.6) | 8 (66.7) | |
Abbreviations: SD, standard deviation; CAN, care assessment needs; CC, chief complaint; ENT, ear, nose, and throat. aNon-White category includes Black, American Indian/American Native, Asian, and Native Hawaiian or other Pacific Islander. bNot married category includes never married, divorced, separated, and widowed. cOther category included neurologic, cardiovascular, ophthalmologic, and constitutional complaints. dOther category includes home or missing information.