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Telephone consultation in primary care.

Francisco Gonzalez1,2,3, Blanca Cimadevila4, Julio Garcia-Comesaña5

  • 1Service of Ophthalmology, Complejo Hospitalario, Universitario of Santiago de Compostela, Santiago de Compostela, Spain.

Journal of Health Organization and Management
|April 7, 2018
PubMed
Summary

Telephone consultations can efficiently replace up to 10% of in-person primary care visits. Women and older adults (over 85) show higher demand for these services, which are more prevalent in urban settings.

Keywords:
HealthcarePrimary healthcarePublic healthTeleconsultationTelephone consultation

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Area of Science:

  • Health Services Research
  • Telemedicine
  • Primary Care

Background:

  • Telecommunication systems are increasingly integrated into healthcare delivery.
  • Implementing widespread teleconsultation within public health systems presents significant challenges.
  • Simple telephone-based consultations offer a scalable solution for broad population access.

Purpose of the Study:

  • To analyze the utilization patterns of telephone-based teleconsultations in primary care.
  • To evaluate demand, demographic preferences (gender, age), and geographical distribution (urban vs. rural) of this modality.
  • To assess the efficiency and impact of telephone consultations on healthcare delivery.

Main Methods:

  • Retrospective longitudinal observational study design.
  • Analysis of consultation data from primary care in Galicia, Spain, during 2014-2015.
  • Focus on demand, gender/age demographics, urban/rural differences, and follow-up needs.

Main Results:

  • Telephone consultations accounted for 9.0% of all consultations.
  • Women (9.9%) utilized telephone consultations more than men (7.7%).
  • Highest demand was observed in the over 85 age group; urban areas showed higher per capita usage than rural areas.
  • 10.9% of telephone consultations necessitated a subsequent face-to-face visit.

Conclusions:

  • Conventional telephone calls can effectively substitute for approximately 10% of face-to-face primary care consultations.
  • Women demonstrate a higher propensity to use primary care services, irrespective of consultation modality.
  • Public healthcare systems should integrate telephone consultations to enhance service delivery and accessibility.