OPTEL – Older People and ‘telephone access’ to general practice

Conference:

SAPC ASM 2021 - virtual

Talk Code:

P1.14.3

Presenter:

Dr Carol Bryce

Co-authors:

Associate Professor Helen Atherton (PI), Professor Jeremy Dale, Dr Jo Fleming, Dr Jo Parsons, Dr Jennie Newbould, Mrs Gillian Grason-Smith

Author institutions:

University of Warwick, RAND.

Problem

A new system for accessing appointments, ‘Telephone first,’ has been introduced in general practice; promoted as a way of better managing demand for appointments. There are indications that older people may face additional challenges in expressing their needs over the telephone, or may require a carer to make their appointments. This may act as a barrier to accessing timely care and potentially have a negative impact on their health.

Approach

A qualitative study, using semi-structured interviews with patients and carers, and focus groups with general practice staff. We will recruit eight practices and will conduct interviews with six patients (or carers) from each, and a total of six focus groups. We will analyse data using thematic analysis by applying modified grounded theory.

Findings

To date, we have recruited eight practices and carried out 41 interviews and six focus groups; recruiting a diverse range of patients and maximum variability across practices. We will describe findings, identify themes, and challenges of reaching diverse samples. We will describe how older people experience the use of 'telephone first,' and any challenges they may experience.

Consequences

We will outline ways of responding to the needs of older people and their carers in using a ‘telephone first’ approach.

Submitted by:

Jo Parsons

Funding acknowledgement:

This project has been funded by NIHR Research for Patient Benefit (RfPB) (reference: NIHR200778).