The electric speaking practice: a telephone workload study

The telephone workload in a family practice was studied for two recording periods separated by a 12 month interval. A record was kept of the number of calls, their length, the day of the week on which they were made, to whom they were made, and for what purpose.The telephone practice accounts for about 20 percent of the total practice workload. Calls to the patients and to their representatives were about equally common and account for most of the workload, but a large amount of telephone work is devoted to 'backing up' these direct contacts. The use of the telephone for medical purposes saves much time for the patients and much money for the paying agency. A plea is made for intensive study of this aspect of family medicine.