[Access to family practitioners by telephone. A practical example of quality assurance]

A record of telephone calls in a Norwegian town (Molde) in 1987 showed that fewer inquiries were answered by general practitioners and their receptionists than by personnel in any other profession or trade. The general practitioners and the receptionists agreed on measures to improve accessibility, and more records of telephone calls were made. The measures and the process are described. At local level, a record of calls which differentiates between those answered by the providers of primary care and those answered by automatic machines seems to be a simple and useful means of quality assurance which we encourage others to apply.