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.