title: Distance from practice moderates the relationship between patient management involving nurse telephone triage consulting and patient satisfaction with care.
abstract: The ESTEEM trial was a randomised-controlled trial of telephone triage consultations in general practice. We conducted exploratory analyses on data from 9154 patients from 42 UK general practices who returned a questionnaire containing self-reported ratings of satisfaction with care following a request for a same-day consultation. Mode of care was identified through case notes review. There were seven main types: a GP face-to-face consultation, GP or nurse telephone triage consultation with no subsequent same day care, or a GP or nurse telephone triage consultation with a subsequent face-to-face consultation with a GP or a nurse. We investigated the contribution of mode of care to patient satisfaction and distance between the patient׳s home and the practice as a potential moderating factor. There was no overall association between patient satisfaction and distance from practice. However, patients managed by a nurse telephone consultation showed lowest levels of satisfaction, and satisfaction for this group of patients increased the further they lived from the practice. There was no association between any of the other modes of management and distance from practice.
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK. Electronic address: r.calitri@exeter.ac.uk.
authors.forename: Raff
authors.initials: R
authors.lastname: Calitri
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK.
authors.forename: Fiona C
authors.initials: FC
authors.lastname: Warren
authors.affiliation: European Centre for Environment & Human Health, University of Exeter Medical School, Truro, UK.
authors.forename: Benedict
authors.initials: B
authors.lastname: Wheeler
authors.affiliation: School of Social and Community Medicine, University of Bristol, Bristol, UK.
authors.forename: Katherine
authors.initials: K
authors.lastname: Chaplin
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK.
authors.forename: Emily
authors.initials: E
authors.lastname: Fletcher
authors.affiliation: Norwich Medical School, University of East Anglia, Norwich, UK.
authors.forename: Jamie
authors.initials: J
authors.lastname: Murdoch
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK.
authors.forename: Suzanne
authors.initials: S
authors.lastname: Richards
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK.
authors.forename: Rod S
authors.initials: RS
authors.lastname: Taylor
authors.affiliation: Norwich Medical School, University of East Anglia, Norwich, UK.
authors.forename: Anna
authors.initials: A
authors.lastname: Varley
authors.affiliation: Primary Care Research Group, University of Exeter Medical School, University of Exeter Medical School, Exeter, UK.
authors.forename: John
authors.initials: J
authors.lastname: Campbell
mesh_terms: D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D002675:Child, Preschool; D005260:Female; D058005:General Practitioners / Q000706:statistics & numerical data; D062306:Geography, Medical; D006801:Humans; D007223:Infant; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D009732:Nursing Care; D017060:Patient Satisfaction; D012017:Referral and Consultation / Q000706:statistics & numerical data*; D011795:Surveys and Questionnaires; D013689:Telephone; D014218:Triage; D006113:United Kingdom; D055815:Young Adult
keywords: Distance from care; Patient satisfaction; Telephone consulting; Telephone triage