Optimizing Primary Care Telephone Access and Patient Satisfaction

Evaluation and the Health Professions

Volumn 35, Issue 1, 2012, Pages 77-86

  LaVela, Sherri L ^a,b   Gering, Jeffrey ^c,d   Schectman, Gordon ^e,f   Weaver, Frances M ^a,g  

^a DEPARTMENT OF VETERANS AFFAIRS   (United States)

^b NORTHWESTERN UNIVERSITY   (United States)

^c VETERANS AFFAIRS MEDICAL CENTER   (United States)

^d Ohio University Chillicothe   (United States)

^e Veterans Affairs Central Office   (United States)

^f MEDICAL COLLEGE OF WISCONSIN   (United States)

^g LOYOLA UNIVERSITY CHICAGO   (United States)

Author keywords

access to care; patient satisfaction; patient centered care; quality improvement; telephone medicine

Indexed keywords

ADULT; AGED; FEMALE; GOVERNMENT; HEALTH CARE DELIVERY; HUMAN; INTERVIEW; MALE; MIDDLE AGED; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; PRIMARY HEALTH CARE; REVIEW; STANDARD; TELEPHONE; UNITED STATES;

ADULT; AGED; AGED, 80 AND OVER; FEMALE; HEALTH SERVICES ACCESSIBILITY; HUMANS; INTERVIEWS AS TOPIC; MALE; MIDDLE AGED; PATIENT SATISFACTION; PRIMARY HEALTH CARE; TELEPHONE; UNITED STATES; UNITED STATES DEPARTMENT OF VETERANS AFFAIRS;

EID: 84857068467     PISSN: 01632787     EISSN: 15523918     Source Type: Journal    
DOI: 10.1177/0163278711411479     Document Type: Review

References (20)

1. Bunn F.,Byrne G.,Kendall S.The effects of telephone consultation and triage on healthcare use and patient satisfaction: a systematic review.The British Journal of General Practice. 2005;55:956-961.
2. Car J.,Freeman G. K.,Partridge M. R.,Sheikh A.Improving quality and safety of telephone based delivery of care: Teaching telephone consultation skills.Quality & Safety in Health Care. 2004;13:2-3.
3. Davis K.,Schoen C.,Schoenbaum S. C.,Doty M. M.,Holmgren A. L.,Kriss J. L.,Shea K. K.Mirror, mirror on the wall: An international update on the comparative performance of American health care.Commonwealth Fund, 59. 2007;:1027.
4. Davis K.,Schoenbaum S. C.,Audet A.A 2020 vision of patient-centered primary care.Journal of General Internal Medicine. 2005;20:953-957.
5. Epstein R. M.,Alper B. A.,Quill T. E.Communicating evidence for participatory decision-making.The Journal of the American Medical Association. 2004;291:2359-2366.
6. Hall A. G.,Lemak C. H.,Steingraber H.,Shaffer S.Expanding the definition of access: It isn't just about health insurance.Journal of Health Care for the Poor and Underserved. 2008;19:625-637.
7. Hills L. S.Telephone techniques and etiquette: A medical practice staff training tool.The Journal of Medical Practice Management. 2007;23:166-170.
8. Hughes R. A.,Carr M. E.,Huggett A.,Thwaites C. E. A.Review of the function of a telephone helpline in the treatment of outpatients with rheumatoid arthritis.Annals of the Rheumatic Diseases. 2002;61:341-345.
9. Iliffe S.,Lenihan P.,Orrell M.,Walters K.,Drennan V.,Tai S. S.The development of a short instrument to identify common unmet needs in older people in general practice.The British Journal of General Practice. 2004;54:914-918.
10. Crossing the quality chasm: A new health system for the 21st century. Washington, DC: National Academy Press; 2001:.
11. Jiwa M.,Mathers N.,Campbell M.The effect of GP telephone triage on numbers seeking same-day appointments.The British Journal of General Practice. 2002;52:390-391.
12. McKinstry B.,Watson P.,Pinnock H.,Heaney D.,Sheikh A.Telephone consulting in primary care: A triangulated qualitative study of patients and providers.The British Journal of General Practice. 2009;59:e209-e218.
13. Shipman C.,Payne F.,Hooper K.,Dale J.Patient satisfaction with out-of-hours services; how do GP co-operatives compare with deputizing and practice-based arrangements.Journal of Public Health Medicine. 2000;22:149-154.
14. Ström M.,Marklund B.,Hildingh C.Callers' perceptions of receiving advice via a medical care help line.Scandinavian Journal of Caring Sciences. 2009;23:682-690.
15. Stroupe K. T.,Hynes D. M.,Giobbie-Hurder A.,Oddone E. Z.,Weinberger M.,Reda D. J., et al.,Patient satisfaction and use of veterans affairs versus non-veterans affairs healthcare services by veterans.Medical Care. 2005;43:453-460.
16. Utilization Review Accreditation Commission. (2010). URAC health call center standards version 4.1. Retrieved December 28, 2010, fromhttp://www.urac.org/docs/programs/URACHCC4.1factsheet.pdf.
17. Veterans Health Administration. (2006). Veterans health care service standards, directive 2006-041. Retrieved August 21, 2010, fromwww.va.gov/vhapublications/ViewPublication.asp?pub_ID=1443.
18. Veterans Health Administration. (2009). Veterans health care: Leading the way to excellence. Universal services task force report. Retrieved September 25, 2010, fromhttp://www.va.gov/opa/publications/.
19. Wiljer D.,Catton P.Multimedia formats for patient education and health communication: Does user preference matter?.Journal of Medical Internet Research. 2003;5:e19.
20. Zapka J. G.,Palmer R. H.,Hargraves J. L.,Nerenz D.,Frazier H. S.,Warner C. K.Relationship of patient satisfaction with experience of system performance and health status.The Journal of Ambulatory Care Management. 1995;18:73-83.