Qualitative study of patient views on a 'telephone-first' approach in general practice in England: speaking to the GP by telephone before making face-to-face appointments.

ABSTRACT:

Objective

To understand patients' views on a 'telephone-first' approach, in which all appointment requests in general practice are followed by a telephone call from the general practitioner (GP).

Design

Qualitative interviews with patients and carers.

Setting

Twelve general practices in England.

Participants

43 patients, including 30 women, nine aged over 75 years, four parents of young children, five carers, five patients with hearing impairment and two whose first language was not English.

Results

Patients expressed varied views, often strongly held, ranging from enthusiasm for to hostility towards the 'telephone-first' approach. The new system suited some patients, avoiding the need to come into the surgery but was problematic for others, for example,

SUBMITTER: Ball SL 

PROVIDER: S-EPMC6318515 | biostudies-literature | 2018 Dec

REPOSITORIES: biostudies-literature