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Title: Determining the process of telephone consultations in primary care: development of a standard measure for the process of telephone consultations in primary care
Author: Innes, Michael Anthony
Awarding Body: University of Birmingham
Current Institution: University of Birmingham
Date of Award: 2007
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AIM To develop and validate a method of measuring elements ofthe process of telephone consultations in primary care. BACKGROUND There is an unrecognised confusion about telephone consultations in healthcare. There is virtually no research that has considered the difference between consulting on the telephone and consulting face-to-face. Work on face-to-face consultations points the way forward, suggesting the need to develop a tool to measure process in telephone consultations. METHODS Qualitative approaches were used: a narrative analysis ofextant instruments for face-to-face consultations and Discourse Analysis for the telephone consultations. Using this combined knowledge, a new instrument was designed. Brief reliability testing was undertaken. RESULTS There were no instruments for face-to-face consulting that were sufficient for use with telephone consultations. Several important features were identified that informed design of a new instrument. Discourse Analysis of the 43 telephone consultations from primary care, revealed newly described elements of linguistic structure: 'Advise' and 'Request' exchanges and highlighting structure in narrative passages. From this the Instrument for Measurement of Telephone Process (IMoTeP) was developed. Argument was made for its construct and face validity. Reliability testing was limited to two people with eight consultations. This highlighted promising perfonnance, though there is need for further testing. CONCLUSION It has proved possible to develop an instrument to measure process in telephone consultations based on sound theory and real life observations. Further work should consolidate the reliability and validity while also looking for attributes oftelephone consultations that lead to positive outcomes.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available