You've Got a Lot to Answer for, Mr Bell. A Review of the Use of the Telephone in Primary Care

Abstract

This paper reviews the role of the telephone in delivering primary health care. It highlights the wide differences between the UK and other countries, notably the USA, in knowledge of and experience with telephone care. The volume and nature of telephone contacts in family medicine are explored before focusing on calls which may be described as consultations, both in and out of office hours. Aspects of telephone consultations examined include the quality of care, the effectiveness of training programmes and the role of other health professionals. Important gaps in the literature are identified, including the lack of comparisons between telephone and face-to-face care in terms of the quality of process and outcomes and the lack of data on costs and benefits.