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Effective telephone triage methods

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journal contribution
posted on 22.09.2017 by Rein Sikveland, Elizabeth Stokoe
This article reports on the results of two studies into telephone calls from patients to receptionists at three different UK GP surgeries. The research shows how staff can drive the telephone call forwards to benefit both the practice and patients.

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

Practice Management

Volume

27

Issue

6

Pages

20 - 22

Citation

SIKVELAND, R.O. and STOKOE, E., 2017. Effective telephone triage methods. Practice Management, 27 (6), pp. 20-22.

Publisher

© MA Healthcare

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

01/05/2017

Publication date

2017-06-14

Notes

This document is the Accepted Manuscript version of a Published Work that appeared in final form in Practice Management, copyright © MA Healthcare, after peer review and technical editing by the publisher. To access the final edited and published work see https://doi.org/10.12968/prma.2017.27.6.20.

Language

en

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Keyword(s)

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