How organisational factors and clinical decision support system affect nurses’ knowledge for decisions in triage

Adelaide Ippolito, Maria Gloria Barberà-Mariné, Giuseppe Zollo and Lorella Cannavacciuolo

Knowledge Management Research & Practice, 2025, vol. 23, issue 3, 249-262

Abstract: This paper delves into heuristic decision-making by nurses during the triage process, aiming to elucidate how organisational factors influence nurses’ decision-making regarding the assignment of priority codes to patients, and to assess the effectiveness of Clinical Decision Support Systems (CDSS) in this context. Drawing on an experimental dataset of 25 triage cases evaluated by 35 nurses via interviews, the study was conducted in two Spanish Emergency Departments using CDSS. Findings indicate that organisational factors predominantly influence decisions in cases with complete and coherent information. However, in cases where information is incoherent or missing, individual nurse characteristics guide decision-making. Furthermore, it suggests that CDSS should be tailored to nurses’ clinical reasoning to serve as effective support for individual decision-making processes.

Date: 2025
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DOI: 10.1080/14778238.2024.2377973

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