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.