RT Journal Article
SR Electronic
T1 The effect of GP telephone triage on numbers seeking same-day appointments.
JF British Journal of General Practice
JO Br J Gen Pract
FD British Journal of General Practice
SP 390
OP 391
VO 52
IS 478
A1 Jiwa, Moyez
A1 Mathers, Nigel
A1 Campbell, Mike
YR 2002
UL http://bjgp.org/content/52/478/390.abstract
AB Telephone consultations with general practitioners (GPs) have not been shown to be an effective way to reduce the demandfor face-to face appointments during the surgery hours. This study aims to determine if GP telephone triage can effectively reduce the demandforface-to -face consultations for patients seeking same-day appointments in general practice. We report an interrupted time series, twoyears before and one year after introduction of GP-led telephone triage. Demand for face-to face appointments with a GPwas reduced by 39% (95% CI = 29 to 51%, P < 0.001). more than 92% of the telephone calls lasted less thanfive minutes. The telephone bill increased by 26%. For a substantial proportion of patients seeking same-day appointments telephone consultations were an acceptable alternative service.