Patient satisfaction with a new physiotherapy telephone service for back pain patients

Physiotherapy

Volumn 88, Issue 11, 2002, Pages 645-657

  Taylor, Siobhan ^a   Ellis, Ieuan ^a   Gallagher, Morris ^a  

^a SCARBOROUGH HOSPITAL   (United Kingdom)

Author keywords

Back pain; Patient satisfaction; Telephone advice

Indexed keywords

ARTICLE; BACKACHE; CLINICAL TRIAL; CONTROLLED CLINICAL TRIAL; CONTROLLED STUDY; GENERAL PRACTICE; HEALTH CARE ACCESS; HEALTH CARE MANAGEMENT; HEALTH CARE PLANNING; HEALTH SERVICE; HUMAN; MAJOR CLINICAL STUDY; NATIONAL HEALTH SERVICE; PATIENT CARE; PATIENT COUNSELING; PATIENT REFERRAL; PATIENT SATISFACTION; PHYSIOTHERAPY; PRIMARY MEDICAL CARE; PRIORITY JOURNAL; RANDOMIZED CONTROLLED TRIAL; RATING SCALE; SYMPTOMATOLOGY; TELEPHONE; URBAN AREA; WORKLOAD;

EID: 0036852433     PISSN: 00319406     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0031-9406(05)60107-1     Document Type: Article

References (34)

1. Bryman, A and Cramer, D (1999). Quantitative Data Analysis with SPSS Release 8 for Windows: A Guide for Social Scientists, Routledge, London.
2. Cherkin, D C, Hart, L G and Rosenblatt, R A (1988). 'Patient satisfaction with family physicians and general internists: Is there a difference?' Journal of Family Practice, 26, 543-551.
3. Clinical Standards Advisory Group (1994a). 'Epidemiology review: The epidemiology and cost of back pain', annex to CSAG Report on Back Pain, HMSO.
4. Clinical Standards Advisory Group (1994b). Back Pain: Report of a CSAG Committee on Back Pain, chairman Professor Michael Rosen, HMSO.
5. Dale, J, Williams, S and Crouch, R (1995). 'Development of telephone advice in A&E: Establishing the views of staff', Nursing Standard, 15, 9, 28-31.
6. Dale, J, Williams, S, Crouch, R and Patel, A (1997). 'A study of out-of-hours telephone advice from an A&E department', British Journal of Nursing, 6, 3, 171-174.
7. Department of Health (2000a). The NHS Plan: A plan for investment: A plan for reform, Stationery Office, London.
8. Department of Health (2000b). Meeting the Challenge: A strategy for the allied health professions, Stationery Office.
9. Egleston, C V, Kelly, H C and Cop, E A R (1994). 'Use of a telephone advice line in an accident and emergency department', British Medical Journal, 308, 31.
10. Evans, RJ, McCabe, M, Allen, H, Rainer, T and Richmond, P W (1993). 'Telephone advice in the accident and emergency department: A survey of current practice', Archives of Emergency Medicine, 10, 216-219.
11. Fleiss, J L (1981). Statistical Methods for Rates and Proportions, Wiley, Chichester.
12. Gallagher, M, Huddart, T and Henderson, B (1998). 'Telephone triage of acute illness by a practice nurse in general practice: Outcomes of care', British Journal of General Practice, 48, 1141-45.
13. Glasper, A (1993). 'Telephone triage: A step forward for nursing practice?' (editorial) British Journal of Nursing, 2, 2, 108-109.
14. Grbich, C (1999). Qualitative Research in Health: Introduction, Sage, London.
15. Hodgson, K (2001). 'Kidderminster helpline proves a success', Physiotherapy Frontline, 7, 3, 22-23.
16. Jones, R, Gilbert, P, Little, J and Wilkinson, K (1998). 'Nurse triage for house call requests in a Tyneside general practice: Patients' views and effect on doctor workload', British Journal of General Practice, 48, 1303-06.
17. Klaber-Moffett, J, Richardson, G, Sheldon, T and Maynard, A (1995). 'Back Pain: Its management and cost to society', discussion paper 129. Centre for Health Economics, University of York.
18. Lattimer, V and George, S (1996). 'Nurse telephone triage in out-of-hours primary care', Primary Care Management, 6, 3-6.
19. Lattimer, V, George, S, Thompson, F, Thomas, E, Mullee, M and Turnbull, J (1998). 'Safety and effectiveness of nurse telephone consultation in out of hours primary care: Randomised controlled trial', British Medical Journal, 317, 1054-59.
20. McKinley, R K, Manku-Scott, T K, Hastings, A M, French, D P and Baker, R (1997). 'Reliability and validity of a new measure of patient satisfaction with out of hours primary medical care in the United Kingdom: Development of a patient questionnaire', British Medical Journal, 314, 193-198.
21. Maniadakis, N and Gray, A (2000). 'The economic burden of back pain in the UK', Pain, 84, 95-103.
22. Marklund, B, Koritz, P, Bjorkander, E and Bengtsson, C (1991). 'How well do nurse-run telephone consultations and consultations in the surgery agree? Experience in Swedish primary healthcare', British Journal of General Practice, 41, 462-465.
23. Marsh, G W (1999). 'Measuring patient satisfaction outcomes across provider disciplines', Journal of Nursing Management, 7, 1, 47-62.
24. Marsh, G (2002). 'Measuring patient satisfaction outcomes across provider disciplines' in: Strickland, O L and Dilorio, C (eds). Measurement of Nursing Outcomes: Focus on patient/client outcomes, Springer, New York, in press.
25. Office for National Statistics (1997). News release i(97)335, November 24.
26. Office of Population Censuses and Surveys, Social Survey Division (1993). General Household Survey, HMSO.
27. Papageorgiou, A (1993). 'Prospective population study of low back pain: Results of initial baseline mailing', presented to the Society for Back Pain Research, Manchester.
28. Palmer, K, Walsh, K, Cooper, C and Coggon, D (2000). 'Back pain in Britain: Comparison of two prevalence surveys at an interval of ten years', British Medical Journal, 320, 1577-78.
29. Royal College of General Practitioners (1998). URL: http://194.202.69.3/backpain/rcbp0019.htn. 5/2/99.
30. Van Korff, M, Deyo, R A, Cherkin, D and Barlow, W (1993). 'Back pain in primary care: Outcomes at one year', Spine, 18, 855-862.
31. Ware, J E and Davies, A R (1983). 'Behavioral consequences of consumer dissatisfaction with medical care', Evaluation and Program Planning, 6, 291-297.
32. Ware, J E, Davies-Avery, A and Stewart, A L (1978). 'The measurement and meaning of patient satisfaction', Health and Medical Care Services Review, 1, 1-15.
33. Wilkins, V C (1993). 'Pediatric hotline: Meeting community needs while conserving healthcare dollars', Journal of Nursing Administration, 23, 26-28.
34. Yanovski, S Z, Yanovski, J A, Malley, J D Brown, R L and Balaban, P J (1992). 'Telephone triage by primary care physicians', Pediatrics, 89, 701-706.