Difference between revisions of "Weatherall2024"

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|Author(s)=Ann Weatherall; Fiona Grattan;
 
|Author(s)=Ann Weatherall; Fiona Grattan;
 
|Title=A Conversation Analytic Study of Calls to Medical Reception for Doctor’s Appointments
 
|Title=A Conversation Analytic Study of Calls to Medical Reception for Doctor’s Appointments
|Tag(s)=EMCA; Medical CA; In press
+
|Tag(s)=EMCA; Medical CA
|Key=Weatherall2023a
+
|Key=Weatherall2024
|Year=2023
+
|Year=2024
 
|Language=English
 
|Language=English
 
|Journal=Health Communication
 
|Journal=Health Communication
 +
|Volume=39
 +
|Number=8
 +
|Pages=1532-1542
 
|URL=https://www.tandfonline.com/doi/full/10.1080/10410236.2023.2222462
 
|URL=https://www.tandfonline.com/doi/full/10.1080/10410236.2023.2222462
 
|DOI=10.1080/10410236.2023.2222462
 
|DOI=10.1080/10410236.2023.2222462
 
|Abstract=A call to medical reception is regularly an entry point into primary health care services. Telephone-mediated interactions between patients and receptionists have been found to temper demand for doctor’s appointments and influence patient satisfaction ratings; yet little is known about what exactly happens to produce those effects. The present study asks how medical receptionists respond to telephone-mediated appointment requests. Audio recordings of 18 calls between receptionists and patients at a New Zealand University health care practice were collected, transcribed and examined in detail using conversation analysis. The findings reveal the complexity of telephone-mediated medical receptionist work which involves multiple engagements involving the caller and the on-line booking systems. The work has clinical components and evidence was found of receptionists’ orientations to the potential urgency of callers’ problems and how a triaging process was initiated. Overall, this study shows medical receptionists do skillful communicative work granting patient requests or progressing relevant courses of action in a clinically responsible way, thus delivering a valuable and unrecognized aspect of health care delivery.
 
|Abstract=A call to medical reception is regularly an entry point into primary health care services. Telephone-mediated interactions between patients and receptionists have been found to temper demand for doctor’s appointments and influence patient satisfaction ratings; yet little is known about what exactly happens to produce those effects. The present study asks how medical receptionists respond to telephone-mediated appointment requests. Audio recordings of 18 calls between receptionists and patients at a New Zealand University health care practice were collected, transcribed and examined in detail using conversation analysis. The findings reveal the complexity of telephone-mediated medical receptionist work which involves multiple engagements involving the caller and the on-line booking systems. The work has clinical components and evidence was found of receptionists’ orientations to the potential urgency of callers’ problems and how a triaging process was initiated. Overall, this study shows medical receptionists do skillful communicative work granting patient requests or progressing relevant courses of action in a clinically responsible way, thus delivering a valuable and unrecognized aspect of health care delivery.
 
}}
 
}}

Latest revision as of 04:57, 27 June 2024

Weatherall2024
BibType ARTICLE
Key Weatherall2024
Author(s) Ann Weatherall, Fiona Grattan
Title A Conversation Analytic Study of Calls to Medical Reception for Doctor’s Appointments
Editor(s)
Tag(s) EMCA, Medical CA
Publisher
Year 2024
Language English
City
Month
Journal Health Communication
Volume 39
Number 8
Pages 1532-1542
URL Link
DOI 10.1080/10410236.2023.2222462
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

A call to medical reception is regularly an entry point into primary health care services. Telephone-mediated interactions between patients and receptionists have been found to temper demand for doctor’s appointments and influence patient satisfaction ratings; yet little is known about what exactly happens to produce those effects. The present study asks how medical receptionists respond to telephone-mediated appointment requests. Audio recordings of 18 calls between receptionists and patients at a New Zealand University health care practice were collected, transcribed and examined in detail using conversation analysis. The findings reveal the complexity of telephone-mediated medical receptionist work which involves multiple engagements involving the caller and the on-line booking systems. The work has clinical components and evidence was found of receptionists’ orientations to the potential urgency of callers’ problems and how a triaging process was initiated. Overall, this study shows medical receptionists do skillful communicative work granting patient requests or progressing relevant courses of action in a clinically responsible way, thus delivering a valuable and unrecognized aspect of health care delivery.

Notes