Interpretation
Zhu et al who reviewed patient satisfaction of HNC telephone triage
during the COVID-19 pandemic found patients rating telephone triage
between ‘satisfied’ and ‘very satisfied’, with an overall score of 4.29
out of 5 (8). Our study showed similar robust patient acceptability with
an average NPS of 8 out of 10. This likely reflects the fact that the
technology was cognisantly co-created with HNC patients helping to
ensure that the conversation was appropriate and sensitive for this
population. This co-creation with patients and professions is imperative
to ensure AI technologies are robustly validated, safe and appropriate
for patients.
Hardman et al have published the 2020 national prospective INTEGRATE
study reviewing 4568 USHNC cases that were remotely triaged via
telephone consultation using the HaNC-RCv2 as recommended by ENT UK
during the COVID019 pandemic (9). The authors conclude that remote
triage which incorporates risk stratification, as offered through the
HaNC-RC-v2, may both reduce unnecessary attendances of low-risk patients
and facilitate targeted investigations for higher risk patients. In
addition, in the context of a progressively lower HNC conversion rate
(number of cancers picked up from those referred in) over time, and in
the absence of a national screening programme, innovative solutions such
as remote triage need to be considered.