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[Telephone activity in outpatient pediatric practice].

R Assathiany1, J M Rerolle, C Messica

  • 1Association pour la recherche et l'enseignement en pédiatrie générale, 18, rue Sainte-Sophie, 78000 Versailles, France. assathiany@wanadoo.fr

Archives De Pediatrie : Organe Officiel De La Societe Francaise De Pediatrie
|August 19, 2003
PubMed
Summary
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Pediatricians receive numerous daily phone calls, averaging 19 per doctor. Most calls are brief and from mothers, often concerning advice or acute symptoms, highlighting significant telephone activity in pediatric practices.

Area of Science:

  • Pediatric Medicine
  • Healthcare Management
  • Communication in Healthcare

Context:

  • Outpatient pediatric practices handle a substantial volume of telephone communication.
  • Understanding this activity is crucial for resource allocation and patient care.
  • Previous research has not fully quantified telephone interactions in this setting.

Purpose:

  • To quantify the extent of telephone activity in outpatient pediatric practices.
  • To analyze the characteristics of these telephone calls, including duration, caller, and reason.
  • To identify potential areas for improving telephone communication efficiency.

Summary:

  • Seventy-nine pediatricians prospectively recorded telephone calls over three days.
  • A total of 4413 calls were received, averaging 19 calls per pediatrician daily.

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  • Calls were predominantly from mothers, with reasons including appointment requests, advice, and acute symptoms.

    • Impact:

    • Pediatric telephone activity is significant, impacting daily practice workflow.
    • While generating no direct healthcare costs, these calls present potential risks.
    • Implementing standardized algorithms for telephone interviews may mitigate risks and improve efficiency.