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Related Experiment Videos

Practice management. Behind the lines.

M Vorster1

  • 1Knebworth and Marymead Medical Practice, Hertfordshire.

The Health Service Journal
|October 28, 1999
PubMed
Summary
This summary is machine-generated.

Nurse telephone triage for same-day GP appointments reduces unnecessary visits. Patients appreciate speaking with a health professional, aiding practice demand management.

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Area of Science:

  • Healthcare Management
  • Primary Care Nursing
  • Patient Access to Services

Background:

  • General Practitioner (GP) practices face challenges managing same-day appointment requests.
  • Effective demand management strategies are crucial for optimizing primary care resources.
  • Patient satisfaction with access to healthcare professionals is a key performance indicator.

Purpose of the Study:

  • To evaluate the impact of nurse telephone triage on appointment and home visit numbers for same-day requests.
  • To assess patient reception of nurse telephone triage.
  • To determine the utility of telephone triage as a demand management tool in a GP setting.

Main Methods:

  • Implementation of a nurse telephone triage system for patients seeking same-day attention.

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  • Data collection on the number of appointments and home visits before and after triage implementation.
  • Patient feedback mechanisms to gauge satisfaction with the triage process.

    • Main Results:

    • Significant reduction in the number of appointments and home visits for patients utilizing telephone triage.
    • Positive patient feedback regarding the opportunity to speak with a health professional.
    • Demonstrated effectiveness of the triage scheme in managing patient demand.

    Conclusions:

    • Nurse telephone triage is an effective strategy for reducing workload in GP practices.
    • Patient-centered communication through telephone triage enhances satisfaction and access.
    • The practice plans to expand the telephone triage scheme based on its success.