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- Moyez Jiwa, Nigel Mathers, and Mike Campbell.
- University of Sheffield, Institute of General Practice and Primary Care, General Sciences Centre, Northern General Hospital. m.jiwa@sheffield.ac.uk
- Br J Gen Pract. 2002 May 1;52(478):390-1.
AbstractTelephone 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.
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