Use of the telephone for short-term follow-up

We have instituted a telephone appointment system (TAS) to follow patients with well-defined relatively minor problems. The patient is asked to call a special phone number at a specified date and time to obtain test results or information. A senior physician reviews each chart beforehand and indicates in lay terms, the information to be given to the patient by the clerk. Initial contact was made with 235 (58%) of the 404 scheduled telephone appointments reviewed during a four-week period. Physician data review time averaged one minute per chart and two full-time clerks were required. Although no improvement in patient compliance was found, significant savings of patient, physician, and nursing time are obvious. Additional advantages include decreased total patient load and the opportunity for senior physicians to assess the quality of care and provide feedback to the emergency department house officers.