Greenhouse D L, Probst J C
Department of Family and Preventive Medicine, University of South Carolina School of Medicine, Columbia, USA.
Fam Med. 1995 Sep;27(8):525-30.
After-hours calls are common in primary care physicians' practices. Calls may be unnecessary from the physician's perspective, but patients may have a different concept of the importance of reaching their physician immediately. This study's purpose was to compare physician and patient perceptions of the same telephone call episode.
Family practice residents (n = 19) recorded all patient-initiated after-hours telephone contacts (n = 192) during July 1993. Study personnel then telephoned, within 1 week of their call, the patients who made the calls. Patients were asked about the reason for their call, its seriousness, and their satisfaction with the handling of their problem.
During the study month, 1.1 after-hours calls were received for every 10 office visits. A substantial minority of patients (29%) rated their problems in the highest severity category, while physicians assigned only 8% of calls the highest severity rating. The majority of patients (76.7%) were satisfied with how their after-hours calls were handled.
In matched cases, physicians and patients perceive about the same proportion of calls to be routine versus more severe. Although patient satisfaction was high, further research into causes of dissatisfaction is needed.
下班后的电话咨询在初级保健医生的诊疗工作中很常见。从医生的角度来看，有些电话咨询可能是不必要的，但患者对于立即联系到医生的重要性可能有不同的认知。本研究的目的是比较医生和患者对同一电话咨询事件的看法。
1993年7月，家庭医学住院医师（n = 19）记录了所有患者发起的下班后电话联系（n = 192）。研究人员随后在患者打电话后的1周内给他们打电话。询问患者打电话的原因、问题的严重性以及他们对问题处理的满意度。
在研究当月，每10次门诊就诊会接到1.1次下班后的电话咨询。相当一部分患者（29%）将他们的问题评为最高严重程度类别，而医生仅将8%的电话咨询评为最高严重程度等级。大多数患者（76.7%）对下班后电话咨询的处理方式感到满意。
在匹配的案例中，医生和患者认为常规电话咨询与更严重电话咨询的比例大致相同。尽管患者满意度较高，但仍需要进一步研究不满意的原因。
