Patient burden during appointment-making telephone calls to GP practices

Patient burden during appointment-making telephone calls to GP practices

Highlights • A large-scale qualitative study of patients calling their GP service. • Through live analysis of calls we identify (in)effective communicative practices. • Cues to (in)effective communication correlate with patient satisfaction scores. • We propose ways of improving receptionist-patient...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Veröffentlicht in:Patient education and counseling 2016-08, Vol.99 (8), p.1310-1318
Hauptverfasser: Sikveland, Rein, Stokoe, Elizabeth, Symonds, Jon
Format: Artikel
Sprache:eng
Schlagworte:
Appointments and Schedules
Communication
Conversation analysis
Conversation analytic role-play method (CARM)
General practice
General Practice - organization & administration
GP receptionists
Health Services Accessibility
Humans
Internal Medicine
Medical Receptionists
Nursing
Patient access
Patient Satisfaction
Professional-Patient Relations
Referral and Consultation - organization & administration
Telephone
Online-Zugang:Volltext
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:Highlights • A large-scale qualitative study of patients calling their GP service. • Through live analysis of calls we identify (in)effective communicative practices. • Cues to (in)effective communication correlate with patient satisfaction scores. • We propose ways of improving receptionist-patient encounters through training.
ISSN:0738-3991
1873-5134
DOI:10.1016/j.pec.2016.03.025