Telephone consultationsBMJ 2003; 326 doi: https://doi.org/10.1136/bmj.326.7396.966 (Published 03 May 2003) Cite this as: BMJ 2003;326:966
w1Heagarty MC. From house calls to telephone calls. Am J Public Health 1978;68:14-5.
w2Toon PD. Using telephones in primary care. BMJ 2002;324:1230-1.
w3O’Cathain A, Munro JF, Nicholl JP, Knowles E. How helpful is NHS Direct? Postal survey of callers. BMJ 2000;320:1035.
w4Fatovich DM, Jacobs IG, McCance JP, Sidney KL, White RJ. Emergency department telephone advice. Med J Aust 1998;169:143-6.
w5Dale J, Williams S, Crouch R. Development of telephone advice in A&E: establishing the views of staff. Nurs Stand 1995;9:28-31.
w6Hannis MD, Hazard RL, Rothschild M, Elnicki DM, Keyserling TC, DeVellis RF. Physician attitudes regarding telephone medicine. J Gen Intern Med 1996;11:678-83.
w7Little M, Saul GD, Testa K, Gaziano C. Improving pregnancy outcome and reducing avoidable clinical resource utilization through telephonic perinatal care coordination. Lippincotts Case Manag 2002;7:103-12.
w8McBride CM, Rimer BK. Using the telephone to improve health behavior and health service delivery. Patient Educ Couns 1999;37:3-18.
w9Marcantonio ER, Michaels M, Resnick NM. Diagnosing delirium by telephone. J Gen Intern Med 1998;13:621-3.
w10Eisenberg MS, Hallstrom AP, Carter WB, Cummins RO, Bergner L, Pierce J. Emergency CPR instruction via telephone. Am J Public Health 1985;75:47-50.
w11Paulsen AS, Crowe RR, Noyes R, Pfohl B. Reliability of the telephone interview in diagnosing anxiety disorders. Arch Gen Psychiatry 1988;45:62-3.
w12Jiwa M, Mathers N, Campbell M. The effect of GP telephone triage on numbers seeking same-day appointments. Br J Gen Pract 2002;52:390-1.
w13McKinstry B, Walker J, Campbell C, Heaney D, Wyke S. Telephone consultations to manage requests for same-day appointments: a randomised controlled trial in two practices. Br J Gen Pract 2002;52:306-10.
w14Gallagher M, Huddart T, Henderson B. Telephone triage of acute illness by a practice nurse in general practice: outcomes of care. Br J Gen Pract 1998;48:1141-5.
w15Oldham J, Taccetti G, Festini F, de Martino M. Telephone use in primary care. BMJ 2002;325:547.
w16Blackmore K, Dodd L, Twist S. Safety and effectiveness of nurse telephone consultation in out of hours primary care: tolerance limits were too wide. BMJ 1999;318:1137-8.
w17Lattimer V, Sassi F, George S, Moore M, Turnbull J, Mullee M,et al. Cost analysis of nurse telephone consultation in out of hours primary care: evidence from a randomised controlled trial. BMJ 2000;320:1053-7.
w18Munro J, Nicholl J, O’Cathain A, Knowles E. Impact of NHS Direct on demand for immediate care: observational study. BMJ 2000;321:150-3.
w19Doctor Patient Partnership. GP appointments wasted by the young. 2002. www.dpp.org.uk/media.asp?section=pressreleases&prs=prs00051 (accessed 7 Feb 2003).
w20Christensen AA, Lugo RA, Yamashiro DK. The effect of confirmation calls on appointment-keeping behavior of patients in a children’s hospital dental clinic. Pediatr Dent 2001;23:495-8.
w21 Casey R, Rosen B, Glowasky A, Ludwig S. An intervention to improve follow-up of patients with otitis media. Clin Pediatr(Phila) 1985;24:149-52.
w22Sawyer SM, Zalan A, Bond LM. Telephone reminders improve adolescent clinic attendance: a randomized controlled trial. J Paediatr Child Health 2002;38:79-83.
w23O’Brien G, Lazebnik R. Telephone call reminders and attendance in an adolescent clinic. Pediatrics 1998;101:e6.
w24Dini EF, Linkins RW, Chaney M. Effectiveness of computer-generated telephone messages in increasing clinic visits. Arch Pediatr Adolesc Med 1995;149:902-5.
w25Hashim MJ, Franks P, Fiscella K. Effectiveness of telephone reminders in improving rate of appointments kept at an outpatient clinic: a randomized controlled trial. J Am Board Fam Pract 2001;14:193-6.
w26MacDonald J, Brown N, Ellis P. Using telephone prompts to improve initial attendance at a community mental health center. Psychiatr Serv 2000;51:812-4.
w27Hardy KJ, O’Brien SV, Furlong NJ. Information given to patients before appointments and its effect on non-attendance rate. BMJ 2001;323:1298-300.
w28Cohen AJ, Weinstein P, Wurster C. The effects of patient-initiated phone confirmation strategies on appointment keeping at a hospital dental clinic. J Public Health Dent 1980;40:64-8.
w29Brimberry R. Vaccination of high-risk patients for influenza. A comparison of telephone and mail reminder methods. J Fam Pract 1988;26:397-400.
w30Linkins RW, Dini EF, Watson G, Patriarca PA. A randomized trial of the effectiveness of computer-generated telephone messages in increasing immunization visits among preschool children. Arch Pediatr Adolesc Med 1994;148:908-14.
w31Lieu TA, Capra AM, Makol J, Black SB, Shinefield HR. Effectiveness and cost-effectiveness of letters, automated telephone messages, or both for underimmunized children in a health maintenance organization. Pediatrics 1998;101:e3.
w32Gold DB, Anderson DR, Serxner SA. Impact of a telephone-based intervention on the reduction of health risks. Am J Health Promot 2000;15:97-106.
w33De Leo D, Dello Buono M, Dwyer J. Suicide among the elderly: the long-term impact of a telephone support and assessment intervention in northern Italy. Br J Psychiatry 2002;181:226-9.
w34Delichatsios HK, Friedman RH, Glanz K, Tennstedt S, Smigelski C, Pinto BM,et al. Randomized trial of a "talking computer" to improve adults’ eating habits. Am J Health Promot 2001;15:215-24.
w35Elderen-van Kemenade T, Maes S, van den BY. Effects of a health education programme with telephone follow-up during cardiac rehabilitation. Br J Clin Psychol 1994;33:367-8.
w36Thompson RS, Michnich ME, Gray J, Friedlander L, Gilson B. Maximizing compliance with hemoccult screening for colon cancer in clinical practice. Med Care 1986;24:904-4.
w37McDowell I, Newell C, Rosser W. Computerized reminders to encourage cervical screening in family practice. J Fam Pract 1989;28:420-4.
w38McDowell I, Newell C, Rosser W. A randomized trial of computerized reminders for blood pressure screening in primary care. Med Care 1989;27:297-305.
w39Peres M, Wellman M. Notification of Papanicolaou smear results: a survey of women’s experiences and preferred means of notification. Aust N Z J Obstet Gynaecol 2001;41:82-5.
w40Fazili J, Ilagan M, Phipps E, Braitman LE, Levine GM. How gastroenterologists inform patients of results after lower endoscopy. Am J Gastroenterol 2001;96:2086-92.
w41Jepson S, Holbrook JH, Hale D, Lyon J. Management of upper respiratory tract infections by telephone. West J Med 1994;160:529-33.
w42Manniche C, Asmussen K, Lauritsen B, Vinterberg H, Kreiner S, Jordan A. Low back pain rating scale: validation of a tool for assessment of low back pain. Pain 1994;57:317-26.
w43Saint S, Scholes D, Fihn SD, Farrell RG, Stamm WE. The effectiveness of a clinical practice guideline for the management of presumed uncomplicated urinary tract infection in women. Am J Med 1999;106:636-41.
w44Hunter EF. Telephone support for persons with chronic mental illness. Home Healthc Nurse 2000;18:172-9.
w45Mermelstein HT, Holland JC. Psychotherapy by telephone: a therapeutic tool for cancer patients. Psychosomatics 1991;32:407-12.
w46Lynch DJ, Tamburrino MB, Nagel R. Telephone counseling for patients with minor depression: preliminary findings in a family practice setting. J Fam Pract 1997;44:293-8.
w47Piette JD, Weinberger M, McPhee SJ, Mah CA, Kraemer FB, Crapo LM. Do automated calls with nurse follow-up improve self-care and glycemic control among vulnerable patients with diabetes? Am J Med 2000;108:20-7.
w48Piette JD. Patient education via automated calls: a study of English and Spanish speakers with diabetes. Am J Prev Med 1999;17:138-41.
w49Fulmer TT, Feldman PH, Kim TS, Carty B, Beers M, Molina M,et al. An intervention study to enhance medication compliance in community-dwelling elderly individuals. J Gerontol Nurs 1999;25:6-14.
w50Waterman AD, Banet G, Milligan PE, Frazier A, Verzino E, Walton B,et al. Patient and physician satisfaction with a telephone-based anticoagulation service. J Gen Intern Med 2001;16:460-3.
w51Chwalow AJ, Costagliola D, Stern J, Mesbah M, Eschwege E. Telephone versus face to face interviewing as a means of collecting data relevant to the management of diabetes among general practitioners in France: a randomized design. Diabete et Metabolisme 1989;15:157-60.
w52Anie KA, Jones PW, Hilton SR, Anderson HR. A computer-assisted telephone interview technique for assessment of asthma morbidity and drug use in adult asthma. J Clin Epidemiol 1996;49:653-6.
w53Cooper HM, Meyer DR. Outpatient ophthalmic plastic surgery: outcomes and patient satisfaction using initial postoperative telephone call follow-up. Ophthal Plast Reconstr Surg 2000;16:231-6.
w54Swingler GH, Zwarenstein M. Telephone follow-up in a randomized controlled trial in a less developed country: feasibility, validity and representativeness. J Clin Epidemiol 2000;53:331-4.
w55Weinberger M, Tierney WM, Cowper PA, Katz BP, Booher PA. Cost-effectiveness of increased telephone contact for patients with osteoarthritis: a randomized, controlled trial. Arthritis Rheum 1993;36:243-6.
w56Intagliata J. A telephone follow-up procedure for increasing the effectiveness of a treatment program for alcoholics. J Stud Alcohol 1976;37:1330-5.
w57Culbertson VL, Force RW, Cady PS, Force WS. Positive impact of a follow-up phone call to community pharmacies in a medicaid drug utilization program. Ann Pharmacother 1999;33:541-7.
w58Turner D. Can telephone follow-up improve post-discharge outcomes? Br J Nurs 1996;5:1361-5.
w59Jones JS, Young MS, LaFleur RA, Brown MD. Effectiveness of an organized follow-up system for elder patients released from the emergency department. Acad Emerg Med 1997;4:1147-52.
w60Keeling AW, Dennison PD. Nurse-initiated telephone follow-up after acute myocardial infarction: a pilot study. Heart Lung 1995;24:45-9.
w61Ritchie PD, Jenkins M, Cameron PA. A telephone call reminder to improve outpatient attendance in patients referred from the emergency department: a randomised controlled trial. Aust N Z J Med 2000;30:585-92.
w62Nelson JR. The importance of postdischarge telephone follow-up for hospitalists: a view from the trenches. Am J Med 2001;111:43S-44S.
w63Bowman GS, Howden J, Allen S, Webster RA, Thompson DR. A telephone survey of medical patients 1 week after discharge from hospital. J Clin Nurs 1994;3:369-73.
w64Hartford K, Wong C, Zakaria D. Randomized controlled trial of a telephone intervention by nurses to provide information and support to patients and their partners after elective coronary artery bypass graft surgery: effects of anxiety. Heart Lung 2002;31:199-206.
w65Curren JR. Support needs of brain tumour patients and their carers: the place of a telephone service. Int J Palliat Nurs 2001;7:331-7.
w66Donnelly JM, Kornblith AB, Fleishman S, Zuckerman E, Raptis G, Hudis CA,et al. A pilot study of interpersonal psychotherapy by telephone with cancer patients and their partners. Psychooncology 2000;9:44-56.
w67Kelly DF, Faught WJ, Holmes LA. Ovarian cancer treatment: the benefit of patient telephone follow-up post-chemotherapy. Can Oncol Nurs J 1999;9:175-8.
w68Ottolini MC, Greenberg L. Development and evaluation of a CD-ROM computer program to teach residents telephone management. Pediatrics 1998;101:e2.
w69Wood PR, Littlefield JH, Foulds DM. Telephone management curriculum for pediatric interns: a controlled trial. Pediatrics 1989;83:925-30.
w70Evans RJ, McCabe M, Allen H, Rainer T, Richmond PW. Telephone advice in the accident and emergency department: a survey of current practice. Arch Emerg Med 1993;10:216-9.
w71Hamadeh G. Documentation of after-hours telephone contacts by family medicine residents. Fam Med 1989;21:305-6.
w72Hannis MD, Elnicki DM, Morris DK, Flannery MT. Can you hold please? How internal medicine residents deal with patient telephone calls. Am J Med Sci 1994;308:349-52.
w73Hallam L. Patient access to general practitioners by telephone: the doctor’s view. Br J Gen Pract 1992;42:186-9.
w74Andrews JK, Armstrong KL, Fraser JA. Professional telephone advice to parents with sick children: time for quality control! J Paediatr Child Health 2002;38:23-6.
w75Mehrabian A. Silent messages: implicit communication of emotions and attitudes. Belmont: Wadsworth Publishing, 1981.
w76Koepsell TD, McGuire V, Longstreth WT Jr, Nelson LM, van Belle G. Randomized trial of leaving messages on telephone answering machines for control recruitment in an epidemiologic study. Am J Epidemiol 1996;144:704-6.
w77Cukor P, Baer L, Willis BS, Leahy L, O’Laughlen J, Murphy M,et al. Use of videophones and low-cost standard telephone lines to provide a social presence in telepsychiatry. Telemed J 1998;4:313-21.
w78Antman EM, Ludmer PL, McGowan N, Bosak M, Friedman PL. Transtelephonic electrocardiographic transmission for management of cardiac arrhythmias. Am J Cardiol 1986;58:1021-4.
w79Bhat K, Scott PH, Eigen H, Boggs PB. Evaluation of lung sounds by telephone. Ann Allergy 1985;54:109-11.
- This Week In The BMJ Published: 03 May 2003; BMJ 326 doi:10.1136/bmj.326.7396.0/c
- Editorial Published: 12 September 2008; BMJ 337 doi:10.1136/bmj.a1167
- Clinical Review Published: 03 February 2011; BMJ 342 doi:10.1136/bmj.d120
- Letter Published: 03 July 2003; BMJ 327 doi:10.1136/bmj.327.7405.53
- Letter Published: 07 August 2003; BMJ 327 doi:10.1136/bmj.327.7410.345
- Careers Published: 12 January 2016; BMJ 352 doi:10.1136/bmj.h6225
- Practice Published: 29 March 2018; BMJ 360 doi:10.1136/bmj.k1047
- Communicating risk to patients in the emergency departmentBMJ December 05, 2016, 355 i6437; DOI: https://doi.org/10.1136/bmj.i6437
- Distilling ethics, compassion, science and the art of medicineBMJ December 05, 2016, 355 i6510; DOI: https://doi.org/10.1136/bmj.i6510
- Doctors protest against bill to dissolve the Medical Council of IndiaBMJ November 22, 2016, 355 i6259; DOI: https://doi.org/10.1136/bmj.i6259
- Pooled waiting lists and the validity of consentBMJ November 21, 2016, 355 i6196; DOI: https://doi.org/10.1136/bmj.i6196
- Too much chemotherapyBMJ November 10, 2016, 355 i6027; DOI: https://doi.org/10.1136/bmj.i6027
- Experiences of GP trainees in undertaking telephone consultations: a mixed-methods study
- Communication quality in telephone triage conducted by general practitioners, nurses or physicians: a quasi-experimental study using the AQTT to assess audio-recorded telephone calls to out-of-hours primary care in Denmark
- Role for structured telephone clinics in paediatric gastroenterology: reflections, lessons and patient feedback
- Telephone consultations
- Automated telephone communication systems may have the potential to play a positive role in healthcare
- Using 'Active Signposting to streamline general practitioner workload in two London-based practices
- The use of video consulting in general practice: semi-structured interviews examining acceptability to patients
- How best to use email with patients
- Virtual online consultations: advantages and limitations (VOCAL) study
- Changes in Office Visit Use Associated With Electronic Messaging and Telephone Encounters Among Patients With Diabetes in the PCMH
- Effects of Post-Discharge Nurse-Led Telephone Supportive Care for Patients with Chronic Kidney Disease Undergoing Peritoneal Dialysis in China: A Randomized Controlled Trial
- GP access -- time for a radical solution?
- Preclinic telephone consultations: an observational cohort study
- Comparison of the accuracy of patients' recall of the content of telephone and face-to-face consultations: an exploratory study
- The follow-up of renal transplant recipients by telephone consultation: three years experience from a single UK renal unit
- Telehealthcare for long term conditions
- The quality, safety and content of telephone and face-to-face consultations: a comparative study
- Information technology for patient safety
- Comparison of face-to-face and telephone consultations in primary care: qualitative analysis
- Involving patients in cardiovascular risk management with nurse-led clinics: a cluster randomized controlled trial
- Telephone consulting in primary care: a triangulated qualitative study of patients and providers
- Telephone triage in out of hours call centres
- Tele-education in emergency care
- Accessibility, clinical effectiveness, and practice costs of providing a telephone option for routine asthma reviews: phase IV controlled implementation study
- Patient confidentiality and telephone consultations: time for a password
- Understanding reasons for asthma outpatient (non)-attendance and exploring the role of telephone and e-consulting in facilitating access to care: exploratory qualitative study.
- Protecting patient confidentiality in telephone consultations in general practice
- A profile of communication in primary care physician telephone consultations: application of the Roter Interaction Analysis System
- Telephone reviews of chronic illnesses
- Triage and remote consultations: moving beyond the rhetoric of access and choice
- The journey towards patient-centredness
- Email consultations in health care: 1--scope and effectiveness
- Email consultations in health care: 2--acceptability and safe application
- Improving quality and safety of telephone based delivery of care: teaching telephone consultation skills
- Telephone consultations are routinely used
- Telephone consultation requires appropriate training