Loughborough University
Leicestershire, UK
LE11 3TU
+44 (0)1509 263171
Loughborough University

Loughborough University Institutional Repository

Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/20891

Title: Patient burden during appointment-making telephone calls to GP practices
Authors: Sikveland, Rein O.
Stokoe, Elizabeth
Symonds, Jon
Keywords: Patient access
Patient satisfaction
General Practice
GP receptionists
Conversation analysis
Conversation Analytic Role-play Method (CARM)
Issue Date: 2016
Publisher: © Elsevier
Citation: SIKVELAND, R.O., STOKOE, E. and SYMONDS, J., 2016. Patient burden during appointment-making telephone calls to GP practices. Patient Education and Counseling, 99 (8), pp. 1310-1318.
Abstract: Objective: This study addresses, for the first time, the effectiveness of receptionists handling incoming calls from patients to access General Practice services. Methods: It is a large-scale qualitative study of three services in the UK. Using conversation analysis, we identified the issue of ‘patient burden’, which we defined based on the trouble patients display pursuing service. We quantified instances of ‘patient burden’ using a coding scheme. Results: We demonstrate how ‘patient burden’ unfolds in two phases of the telephone calls: (i) following an initial rejection of a patient’s request; and (ii) following a receptionist’s initiation of call closing. Our quantitative analysis shows that the three GP services differ in the frequency of ‘patient burden’ and reveals a correlation between the proportion of ‘patient burden’ and independent national satisfaction scores for these surgeries. Conclusion: Unlike post-hoc surveys, our analysis of live calls identifies the communicative practices which may constitute patient (dis)satisfaction. Practice Implications: Through establishing what receptionists handle well or less well in encounters with patients, we propose ways of improving such encounters through training or other forms of intervention.
Description: This paper was accepted for publication in the journal Patient Education and Counseling and the definitive published version is available at http://dx.doi.org/10.1016/j.pec.2016.03.025.
Version: Accepted for publication
DOI: 10.1016/j.pec.2016.03.025
URI: https://dspace.lboro.ac.uk/2134/20891
Publisher Link: http://dx.doi.org/10.1016/j.pec.2016.03.025
ISSN: 0738-3991
Appears in Collections:Published Articles (Communication, Media, Social and Policy Studies)

Files associated with this item:

File Description SizeFormat
Patient burden_PEC_SikvelandStokoeSymonds.pdfAccepted version202.95 kBAdobe PDFView/Open


SFX Query

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.