Table 3 The thematic content of the process evaluation

I did not pay attention to the displayed DOW

Structural problem in intervention

Intervention not received

Another system was launched at the same time

It’s a forest of information on the screens

Information overload

I feel that I might annoy the caller asking about their DOW

Barriers towards DOW

Intervention not delivered

I think we place too much responsibility on the caller with the DOW scale

By addressing something (DOW) we might leave out other questions

By using the DOW, we omit our professional approach

We already do this with our intuition

DOW is intuitively recognized

We feel with our ears already

I feel the worry in the intonation, speed of communication and choice of words

I’m pretty new in the game and it helps me make the clinical decision

DOW is useful in clinical decision-making

Usefulness of the scale

The DOW makes an off set for the pedagogic part of the triage process

It can support my telephone consultation but just that

DOW is useful

It can be used as a safety net and can be used for obtaining more information