Doctor-patient communication on the telephone

Area of Science:

• Medical Communication
• Primary Care Medicine
• Health Informatics

Background:

• The telephone is a long-standing, essential tool in medical practice, especially for primary care physicians.
• A significant portion of calls to physician offices concern clinical issues, many resolvable without an in-person visit.

Purpose of the Study:

• To highlight the importance of telephone encounters as distinct medical interactions.
• To emphasize the need for effective communication and pragmatic decision-making in managing telephone-based patient consultations.

Main Methods:

• Analysis of the nature and management of telephone calls in a primary care setting.
• Discussion of communication strategies and decision-making processes for telephone encounters.

Main Results:

• Telephone encounters are brief and require a pragmatic approach distinct from office visits.
• Effective management hinges on good communication skills and appropriate disposition decisions.
• Patient calls may stem from anxiety and the need for reassurance, not solely diagnosis or treatment.

Conclusions:

• Telephone encounters must be recognized and documented as specific medical interactions for clinical and legal reasons.
• Physician preparedness and communication skills are crucial for successful telephone medicine.
• Addressing patient anxiety and providing reassurance are key components of effective telephone consultations.