Telephone-first access to general practice for older people: a qualitative study

Area of Science:

• Primary Care Medicine
• Health Services Research
• Geriatric Medicine

Background:

• Increasing demand on primary care services has led to the implementation of 'telephone first' systems in the UK.
• Older adults face potential inequalities in accessing primary care due to communication difficulties and higher rates of chronic conditions, issues potentially worsened by the COVID-19 pandemic.

Purpose of the Study:

• To investigate the experiences of older individuals, their caregivers, and primary care teams with the 'telephone first' approach for accessing appointments.

Main Methods:

• A qualitative study was conducted within primary care settings.
• Data were gathered through 48 interviews with older patients and/or their caregivers.
• Six focus groups were held with general practice staff operating under a 'telephone first' system.

Main Results:

• Varied patient and practice approaches to 'telephone first' were observed, alongside challenges in redefining consultations.
• Patient trust in their general practice significantly influenced the acceptance of telephone consultations.
• Discrepancies in understanding how 'telephone first' functioned between patients and practices highlighted communication gaps.

Conclusions:

• Effective implementation requires clear communication regarding processes, staff roles, and patient expectations to ensure full understanding.
• Further research is recommended to assess the impact of 'telephone first' systems on the health outcomes of older patients.