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Primary care telephone triage does not reduce workload, study finds

BMJ 2014; 349 doi: https://doi.org/10.1136/bmj.g4958 (Published 04 August 2014) Cite this as: BMJ 2014;349:g4958
  1. Susan Mayor
  1. 1London

Primary care telephone triage, where a GP or nurse calls a patient who has requested a same day consultation, does not reduce overall practice workload, a large pilot study in England has found.1 The study showed that this approach actually increased the number of primary care contacts compared with initial face to face consultations.

Many practices have introduced systems of telephone triage to try to cope with the growing demand for primary care consultations. Patients requesting a consultation are called back by a doctor or nurse, who either manages their problem on the phone or determines how urgently they need to …

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