Fischer P M, Smith S R
J Fam Pract. 1979 Feb;8(2):321-7.
Study of the telephone practice in four family practice settings reveals a complex interaction between patients, physicians, and receptionists. Patients present a limited number of complaints--80 percent of complaints represent 25 common chief complaints, and 95 percent represent 50 chief complaints. Little difference was observed between the symptoms reported by patients to the physicians as compared to those received by the receptionist staff. Physicians are more likely to use the telephone contact to treat the patient's complaint with home care advice or a prescription. Receptionists are more likely to use the telephone contact for scheduling an office visit.
对四个家庭医疗环境中的电话诊疗实践进行的研究揭示了患者、医生和接待员之间复杂的互动关系。患者提出的投诉数量有限——80%的投诉代表25种常见的主要投诉，95%的投诉代表50种主要投诉。与接待员收到的症状相比，患者向医生报告的症状差异不大。医生更有可能通过电话联系，用家庭护理建议或处方来处理患者的投诉。接待员更有可能通过电话联系来安排门诊预约。
