Family practice nurses and the telephone

All nurses from four family medical centres in London, Ontario, affiliated with the University of Western Ontario's Department of Family Medicine, participated in a study to 1) determine the types, number, and management of patient problems presented over the telephone; 2) determine the time provided to patients over the telephone; and 3) determine the reactions of nurses to problems presented over the telephone. The authors developed a data sheet to record specific information about all telephone calls (total 2125) with which each participant was involved for two one-week periods one month apart. Most calls took place on Mondays, occurred during the afternoon, were initiated by the caller, and were, on average, three minutes or less in length. Prescription renewal, reassurance and support, and health teaching were the ranked order of management handled primarily by the nurse alone.