title: The effect of GP telephone triage on numbers seeking same-day appointments.
abstract: 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.
authors.affiliation: University of Sheffield, Institute of General Practice and Primary Care, General Sciences Centre, Northern General Hospital. m.jiwa@sheffield.ac.uk
authors.forename: Moyez
authors.initials: M
authors.lastname: Jiwa
authors.forename: Nigel
authors.initials: N
authors.lastname: Mathers
authors.forename: Mike
authors.initials: M
authors.lastname: Campbell
mesh_terms: D001071:Appointments and Schedules; D004739:England; D005194:Family Practice / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D016014:Linear Models; D010342:Patient Acceptance of Health Care / Q000706:statistics & numerical data*; D017060:Patient Satisfaction; D013689:Telephone / Q000706:statistics & numerical data*; D014218:Triage / Q000379:methods*