ACCESS TO GENERAL-PRACTICE AND GENERAL-PRACTITIONERS BY TELEPHONE - THE PATIENTS VIEW

Postal surveys were conducted among samples of patients in four practi ces to determine accessibility of surgeries and general practitioners by telephone. Over half of the respondents reported being unable to ge t through to the surgery on their first attempt. Significant differenc es between practices were related to the number of patients served by each incoming line. Although all of the general practitioners involved were accessible to patients by telephone, only half of the respondent s knew this. Significant differences in awareness levels between pract ices were related to policies and methods of disseminating this inform ation. Satisfaction with the help received from doctors by telephone w as uniformly high, but patients were less satisfied with the process o f contacting a doctor, particularly where receptionists questioned cal lers about their problem. It is suggested that practices review the ad equacy of their telephone systems against a recommended standard of on e incoming line per 2500 patients and consider how information about t heir telephone policies and services can be effectively communicated t o patients. Reception staff may need additional guidance on managing t elephone contacts with patients.