GP phone messages review
Download (PDF 753.8 KB)Summary of report content
Healthwatch Wiltshire reported on an observational assessment of the automated phone messages of GP surgeries in Wiltshire. They wanted to assess them for content, tone and length and identify examples of good practice.
The survey revealed a wide variation in the information provided in recorded phone messages of GP practices, and the way the messages were delivered. The majority (87%) of reviewers found the messages easy to understand, 64% deemed them informative (64%), and welcoming (40%).
The majority (93%) of calls were answered immediately with a recorded message. While What to do in an emergency, Appointments, What the receptionist may ask you and Covid-19 precautions were commonly mentioned, opening times, the best time to call and details of whether there was a call back system were mentioned much less often.
The researchers found most of the messages to be informative, clear and easy to understand, with positive comments on welcoming, reassuring tones and being informative but not giving too much detail. A GP delivering the message was seen as particularly welcoming and reassuring. However, some thought that messages that focused on the requirements and expectations of the GP practice were off-putting and could be seen as unwelcoming.
The number of phone options varied considerably, and only half of the practices seemed to have a queuing system on the phone lines – although the researchers couldn’t always be sure of this. The researchers identified that good messages are easy to understand, are as short as possible and have a friendly, reassuring tone. Calls that cut off, long, rambling messages and a defensive tone are confusing, and may make the patient feel they are a nuisance.
To address the lack of consistency in messaging, one of the volunteer researchers drafted a template for an introductory message that could be adopted by practices, adapted to reflect local detail (opening times etc), and recorded in a measured and friendly tone.
The report concludes with 12 recommendations on how GPs can improve their recorded messages.