PMCCPMCCPMCC

Search tips
Search criteria 

Advanced

 
Logo of brjgenpracRCGP homepageJ R Coll Gen Pract at PubMed CentralBJGP at RCGPBJGP at RCGP
 
Br J Gen Pract. 1992 May; 42(358): 186–189.
PMCID: PMC1372021

Patient access to general practitioners by telephone: the doctor's view.

Abstract

Few general practitioners have extensive daytime telephone contacts with patients. Forty nine general practitioners responding to a postal survey who reported handling a mean of nine or more calls a day were interviewed about their experiences. The nature of telephone contacts with patients and the organizational strategies employed to minimize disruption to surgeries were explored. Views on the rewards and frustrations of being accessible by telephone and its impact on other aspects of workload were also sought. Recommendations are made for practices contemplating extending telephone access for patients.

Full text

Full text is available as a scanned copy of the original print version. Get a printable copy (PDF file) of the complete article (878K), or click on a page image below to browse page by page. Links to PubMed are also available for Selected References.

Selected References

These references are in PubMed. This may not be the complete list of references from this article.
  • Hallam L. You've got a lot to answer for, Mr Bell. A review of the use of the telephone in primary care. Fam Pract. 1989 Mar;6(1):47–57. [PubMed]
  • Greenlick MR, Freeborn DK, Gambill GL, Pope CR. Determinants of medical care utilization: the role of the telephone in total medical care. Med Care. 1973 Mar-Apr;11(2):121–134. [PubMed]
  • Hessel SJ, Haggerty RJ. General pediatrics: a study of practice in the mid-1960's. J Pediatr. 1968 Aug;73(2):271–279. [PubMed]
  • Radecki SE, Neville RE, Girard RA. Telephone patient management by primary care physicians. Med Care. 1989 Aug;27(8):817–822. [PubMed]
  • Marklund B, Bengtsson C. Telefonrådgivning--en omfattande verksamhet på vårdcentralerna. Lakartidningen. 1988 Nov 30;85(48):4226–4228. [PubMed]
  • Marklund B, Bengtsson C. Medical advice by telephone at Swedish health centres: who calls and what are the problems? Fam Pract. 1989 Mar;6(1):42–46. [PubMed]
  • Cubitt T, Tobias G. Out of hours calls in general practice: does the doctor's attitude alter patient demands? Br Med J (Clin Res Ed) 1983 Jul 2;287(6384):28–30. [PMC free article] [PubMed]
  • Crowe MG, Hurwood DS, Taylor RW. Out-of-hours calls in a Leicestershire practice. Br Med J. 1976 Jun 26;1(6025):1582–1584. [PMC free article] [PubMed]
  • Marsh GN, Horne RA, Channing DM. A study of telephone advice in managing out-of-hours calls. J R Coll Gen Pract. 1987 Jul;37(300):301–304. [PMC free article] [PubMed]
  • McCarthy M, Bollam M. Telephone advice for out of hours calls in general practice. Br J Gen Pract. 1990 Jan;40(330):19–21. [PMC free article] [PubMed]
  • Arber S, Sawyer L. The role of the receptionist in general practice: a 'dragon behind the desk'? Soc Sci Med. 1985;20(9):911–921. [PubMed]
  • Allen D, Leavey R, Marks B. Survey of patients' satisfaction with access to general practitioners. J R Coll Gen Pract. 1988 Apr;38(309):163–165. [PMC free article] [PubMed]
  • Allen D, Marks B. Patient access and appointment systems. Practitioner. 1988 Dec;232(1460):1380–1382. [PubMed]
  • Hallam L. Organisation of telephone services and patients' access to doctors by telephone in general practice. BMJ. 1991 Mar 16;302(6777):629–632. [PMC free article] [PubMed]
  • Daugird AJ, Spencer DC. Patient telephone call documentation. Quality implications and an attempted intervention. J Fam Pract. 1988 Oct;27(4):420–421. [PubMed]

Articles from The British Journal of General Practice are provided here courtesy of Royal College of General Practitioners