Patient burden during appointment-making telephone calls to GP practices

Rein Sikveland, Elizabeth Stokoe, Jon Symonds

Research output: Contribution to journalArticle (Academic Journal)peer-review

14 Citations (Scopus)



This study addresses, for the first time, the effectiveness of receptionists handling incoming calls from patients to access General Practice services.


It is a large-scale qualitative study of three services in the UK. Using conversation analysis, we identified the issue of ‘patient burden’, which we defined based on the trouble patients display pursuing service. We quantified instances of ‘patient burden’ using a coding scheme.


We demonstrate how ‘patient burden’ unfolds in two phases of the telephone calls: (i) following an initial rejection of a patient’s request; and (ii) following a receptionist’s initiation of call closing. Our quantitative analysis shows that the three GP services differ in the frequency of ‘patient burden’ and reveals a correlation between the proportion of ‘patient burden’ and independent national satisfaction scores for these surgeries.


Unlike post-hoc surveys, our analysis of live calls identifies the communicative practices which may constitute patient (dis)satisfaction.

Practice implications

Through establishing what receptionists handle well or less well in encounters with patients, we propose ways of improving such encounters through training or other forms of intervention.
Original languageEnglish
Pages (from-to)1310-1318
Number of pages9
JournalPatient Education and Counseling
Issue number8
Early online date25 Mar 2016
Publication statusPublished - Aug 2016


  • Patient access
  • patient satisfaction
  • General Practice
  • GP receptionists
  • Conversation Analysis
  • Conversation Analytic Role-play Method (CARM)


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