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[Telephone accessibility in general practices].

Hogne Sandvik1, Steinar Hunskår

  • 1Seksjon for allmennmedisin, Institutt for samfunnsmedisinske fag, Universitetet i Bergen, Kalfarveien 31, 5018 Bergen. hogne.sandvik@isf.uib.no

Tidsskrift for Den Norske Laegeforening : Tidsskrift for Praktisk Medicin, Ny Raekke
|January 25, 2005
PubMed
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Telephone accessibility in Norwegian general practices has improved, with 66% of calls answered. However, significant variations persist, suggesting practice attitudes, not just structure, influence accessibility.

Area of Science:

  • Healthcare Management
  • Telecommunications in Medicine
  • Primary Care Access

Background:

  • Assessing telephone accessibility in Norwegian general practices is crucial for service evaluation.
  • Establishing a benchmark for telephone accessibility is needed for comparative analysis.

Purpose of the Study:

  • To chart telephone accessibility in 100 randomly selected Norwegian general practices.
  • To define a standard for telephone accessibility against which other practices can be compared.

Main Methods:

  • A one-week call logging by the telephone company recorded answered, unanswered, and blocked calls.
  • Mean waiting and conversation times were registered, alongside background practice variables.
  • An accessibility index was calculated using answered call percentage and mean holding time.

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Main Results:

  • 66% of calls were answered, with a mean waiting time of 25 seconds and conversation time of 119 seconds.
  • An estimated 7.0 calls are answered per patient annually.
  • Significant variations in the accessibility index were observed, largely independent of practice background variables.

Conclusions:

  • Telephone accessibility in Norwegian general practices has improved despite increased call volume.
  • Practice structural aspects do not fully explain variations in telephone accessibility.
  • Provider interest and attitudes are likely significant factors influencing telephone accessibility.