Managing patient demand: A qualitative study of appointment making in general practice

British Journal of General Practice

Volumn 51, Issue 465, 2001, Pages 280-285

  Gallagher, M ^a   Pearson, P ^a   Drinkwater, C ^a   Guy, J ^a  

^a Central Surgery   (United Kingdom)

Author keywords

Appointments; Patient attitude; Practice management; Staff attitude

Indexed keywords

ADOLESCENT; ADULT; AGED; ARTICLE; CONTROLLED STUDY; DOCTOR PATIENT RELATION; GENERAL PRACTICE; HEALTH CARE ACCESS; HEALTH CARE AVAILABILITY; HEALTH CARE NEED; HOSPITAL MANAGEMENT; HUMAN; INTERVIEW; OBSERVATION; PATIENT ATTITUDE; PHYSICIAN ATTITUDE; PROFESSIONAL STANDARD; RESOURCE ALLOCATION; SOCIAL INTERACTION; UNITED KINGDOM;

ADOLESCENT; ADULT; AGED; APPOINTMENTS AND SCHEDULES; ATTITUDE OF HEALTH PERSONNEL; ENGLAND; FAMILY PRACTICE; HEALTH SERVICES NEEDS AND DEMAND; HUMANS; MEDICAL RECEPTIONISTS; MIDDLE AGED; NEGOTIATING; PATIENT ACCEPTANCE OF HEALTH CARE; PATIENT SATISFACTION; PROFESSIONAL-PATIENT RELATIONS;

EID: 0035070186     PISSN: 09601643     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (24)

1. How many surgery appointments should be offered to avoid undesirable numbers of 'extras'?
2. Changes resulting from increasing appointment length: Practical and theoretical issues
3. Telephone triage of acute illness by a practice nurse in general practice: Outcomes of care
4. Telephone consultations in general practice: An additional or alternative service?
5. Managing demand: A patient led NHS: Managing demand at the interface between lay and primary care
6. The role of the receptionist in general practice: A 'dragon behind the desk'?
7. Receptionists, appointment systems and continuity of care
8. Characteristics of practices, general practitioners and patients related to levels of patients' satisfaction with consultations
9. Assessing quality in qualitative research
10. Problems of reliability and validity in ethnographic research
11. Health and illness behaviour
12. Paternalism or partnership?
13. Matching demand and supply fairly and efficiently
14. The practicalities of rule use
15. What do general practice receptionists think and feel about their work?
16. Frequency of patients' consulting in general practice and workload generated by frequent attenders: Comparisons between practices