| The implementation of a call-back system reduces the doctor's workload, and improves accessibility by telephone in general practice. | |
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MedLine Citation:
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PMID: 12356705 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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BACKGROUND: In a general practice in The Netherlands, the demand for direct telephone consultation with the doctor became extreme, which resulted in poorly managed consultations, and poor telephone access due to busy lines. A call-back telephone appointment system was therefore introduced: all calls are answered and, when possible, managed by the practice assistant. If the assistant feels incapable, or if the patient prefers to speak to the doctor, a telephone appointment is scheduled, at which time the doctor returns the patient's call. OBJECTIVE: Our aim was to evaluate the effects of a call-back telephone appointment system on doctors' workload and patients' telephone access to doctors. METHODS: Telephone consultation data over 10 weeks were selected before and after the introduction of the call-back telephone appointment system. The outcomes measured were: number and duration of telephone calls to doctors, the reason for each call and how often telephone lines were engaged during the specified telephone hour. RESULTS: The number of calls requiring the doctor's attention was reduced by 59% and total time spent on the telephone by the GPs was reduced by 39%. This reduction is explained by a change in the reasons for calling. Telephone accessibility improved, as busy telephone lines were no longer an issue. CONCLUSION: The call-back telephone appointment system is superior to the previously used open access telephone hour. |
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Authors:
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Reinier A de Groot; Jan de Haan; Henk E P Bosveld; Albert Nijland; Betty Meyboom-de Jong |
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Publication Detail:
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Type: Journal Article |
Journal Detail:
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Title: Family practice Volume: 19 ISSN: 0263-2136 ISO Abbreviation: Fam Pract Publication Date: 2002 Oct |
Date Detail:
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Created Date: 2002-10-01 Completed Date: 2002-12-27 Revised Date: 2004-11-17 |
Medline Journal Info:
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Nlm Unique ID: 8500875 Medline TA: Fam Pract Country: England |
Other Details:
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Languages: eng Pagination: 516-9 Citation Subset: IM |
Affiliation:
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Department of Family Practice, University of Groningen, Antonius Deusinglaan 4, 9713 AW Groningen, The Netherlands. hapo@radegroot.demon.nl |
Export Citation:
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| MeSH Terms | |
Descriptor/Qualifier:
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Appointments and Schedules* Family Practice* Humans Netherlands Remote Consultation / organization & administration* Telephone* Workload |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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