When the phone rings - factors influencing its impact on the experience of patients and healthcare workers during primary care consultation: a qualitative study

BMC Family Practice
A Y L KoongN C Tan

Abstract

In the primary health care setting, patients interact directly with their healthcare workers (HCW), which include their primary physicians, nurses and pharmacists. Studies have shown that such interactions, when interrupted by phone calls received by either party, can lead to adverse outcomes and negative experiences. There is insufficient data however on the factors affecting the reaction and responses of both patients and HCWs when phone calls occur amidst their interaction. Understanding these factors will allow for the introduction of targeted measures to mitigate the negative impact of such interruptions and improve patient-HCW relationships. This study therefore aims to understand the impact of unplanned phone calls during primary health care consultations on patient-HCW interactions and the factors affecting the patient and the HCW responses. This study used focus group discussions (FGD) to gather qualitative data from patients and HCWs who had visited or worked in a major public primary healthcare institution in Singapore. The FGDs were audio-recorded, transcribed, audited and analyzed using standard content analysis to identify emergent themes. 15 patients and 16 HCWs participated in 5 FGDs. The key themes that emerged...Continue Reading

References

Jun 1, 1992·Family Practice·P Shvartzman, A Antonovsky
Feb 11, 1989·BMJ : British Medical Journal·C L CooperB Faragher
May 13, 1999·Memory·M B Edwards, S D Gronlund
Feb 22, 2000·American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists·E A FlynnL A Smith
Aug 13, 2005·Pharmacy World & Science : PWS·Adnan BesoNick Barber
Dec 17, 2008·International Journal of Medical Informatics·Tobias Grundgeiger, Penelope Sanderson
May 6, 2009·Worldviews on Evidence-based Nursing·Alain D BironMélanie Lavoie-Tremblay
Jun 16, 2010·Journal of Evaluation in Clinical Practice·Ludmila MarcinowiczRyszard Grebowski
Sep 29, 2011·Journal of the American Medical Informatics Association : JAMIA·Simon Y W LiEnrico Coiera
Nov 17, 2011·Journal of the American Board of Family Medicine : JABFM·John W BeasleyBen-Tzion Karsh
Sep 6, 2013·Journal of Clinical Nursing·Erik E Sørensen, Liselotte Brahe
Oct 25, 2013·The British Journal of General Practice : the Journal of the Royal College of General Practitioners·Sarah P SlightAnthony J Avery

❮ Previous
Next ❯

Citations

Jan 24, 2018·Nursing Research and Practice·Mehammed Adem Getnet, Berhanu Boru Bifftu
Mar 11, 2021·Australian Health Review : a Publication of the Australian Hospital Association·Andrew K CartwrightDavid J Heslop

❮ Previous
Next ❯

Related Concepts

Related Feeds

Cachexia & Brown Fat

Cachexia is a condition associated with progressive weight loss due to severe illness. In cancer patients, it is proposed to occur as a result of tumor-induced energy wasting. Several proteins have been implicated in browning and depletion of white adipose tissue. Here is the latest research on cachexia and brown fat.

Cardiac Cachexia

Cardiac cachexia is a syndrome associated with the progressive loss of muscle and fat mass. It most commonly affects patients with heart failure and can significantly decrease the quality of life and survival in these patients. Here is the latest research on cardiac cachexia.