Effective telephone triage methods
journal contributionposted on 2017-09-22, 12:35 authored 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.
- Social Sciences
- Communication, Media, Social and Policy Studies
Published inPractice Management
Pages20 - 22
CitationSIKVELAND, R.O. and STOKOE, E., 2017. Effective telephone triage methods. Practice Management, 27 (6), pp. 20-22.
Publisher© MA Healthcare
- AM (Accepted Manuscript)
Publisher statementThis 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/
NotesThis 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.