A | 25 | 18 353 | Inner city | Deprived 3 | Telephone consultations — open to all patients, with an ad-hoc approach to scheduling. The receptionist would send a message to the clinician asking them to ring the patient. There were no scheduled appointments for telephone consultations. E-consultationb — guided by a protocol, with an ad-hoc approach to scheduling. The practice was actively promoting the use of the e-consult software through advertising on the website, in the practice, and on the answerphone message |
B | 19 | 8954 | Inner city | Deprived 3 | Telephone consultations — open to all patients in a semi-structured way, with some appointments ringfenced for telephone consultations. The receptionist would add more if needed. It was actively promoted by the practice to manage demand |
C | 18 | 15 000 | Inner city | Mixed 4 | Telephone consultations — open to all patients in a semi-structured way, with some appointments ringfenced for telephone consultations. The receptionist would add more if needed. E-consultationb — guided by a protocol, with a structured approach to scheduling. The practice was actively promoting the use of the e-consult software through advertising on the website, in the practice, and on the answerphone message. Email — a Webform email was dealt with in the same manner as e-consultations. Less obvious on the website and not actively promoted |
D | 8 | 1938 | Rural | Mixed 5 | Telephone consultations — the GP had telephone slots (about six a day), and the receptionist would add more at the end of the day if needed. Video consultation — used as part of the communication with people living remotely. It was rarely used. Email — used occasionally to organise the practical aspects of care. An email address for administrative purposes was on the patient leaflet |
E | 17 | 7196 | Inner city | Deprived 1 | Telephone consultations — the practice used a patient callback system. This was as a scheduled 5-minute appointment. E-consultationsb — guided by a protocol, with a structured approach to scheduling. Email — a Webform email was dealt with in the same manner as e-consultations |
F | 25 | 13 778 | Semi-rural | Affluent 10 | Telephone consultations — open to all patients in a semi-structured way, with some appointments ringfenced for telephone consultations. The receptionist would send a message to the clinician asking them to ring the patient back when these had been filled. Actively promoted by the practice. A message is displayed in the waiting room promoting telephone consultations. Email — used by nurses to organise the practical aspects of care |
G | 16 | 13 511 | Semi-rural | Mixed 6 | Telephone consultations — open to all patients in a semi-structured way, with some appointments ringfenced for telephone consultations. Promoted as an alternative to face-to-face consultations |
H | 11 | 6597 | Inner city | Affluent 10 | Telephone consultations — open to all patients in an ad-hoc way by sending a message to the GP asking them to call the patient. Used once all face-to-face consultations booked. Cannot book in advance. There were no scheduled appointments for telephone consultations |