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Master Thesis

L’appel téléphonique au cabinet du médecin généraliste : point de vue des patients

Abstract : Direct calls to the doctor will disturb them if they are in an appointment. The aim of this study is to know how patients feel after their appointment has been interrupted by a phone call. The patients of 20 general practitioners from “Landes” (South West of France) were interviewed. They were invited to fill in a questionnaire after their consultation was interrupted by a phone call. The 260 questionnaires analysed show that 81.25% of patients did not mind the interruption of their consultation by a telephone call. 13.5% however, thought that their GP should not have picked up and should have called back later on. 60.5% of patients claimed that they had similarly called their doctor directly for some reason other than asking for an appointment. Some solutions were offered to the patients in order to improve handling of phone calls: 48.4% would be in favour of putting in place time slots dedicated to contacting their doctor ; 66.9% would be in favour of the creation of call centres dedicated to medical advice ; 77.6% would be against the creation of a password ; 80.3% would be against paying for the doctors’ time to take unsolicited phone calls ; 49.8% would like to be able to contact GPs on their mobile phone, whilst 23.1% would like to be able to contact them by text message and 41.0% by e-mail. It is essential to educate patients and make them aware of the issue so that phone calls are made in the most effective manner.
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Master Thesis
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Contributor : Bu Carreire Université de Bordeaux <>
Submitted on : Tuesday, September 8, 2015 - 4:18:52 PM
Last modification on : Wednesday, August 23, 2017 - 4:41:25 PM
Long-term archiving on: : Wednesday, December 9, 2015 - 10:46:23 AM


  • HAL Id : dumas-01195905, version 1



Julie van Ballenberghe Pedrosa. L’appel téléphonique au cabinet du médecin généraliste : point de vue des patients. Médecine humaine et pathologie. 2015. ⟨dumas-01195905⟩



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