GP Telemedicine study

May 27, 2024

This study aimed to determine if GP telephone triage can effectively reduce the demand for face-to-face consultations for patients seeking same-day appointments in general practice.


  • Interrupted time series analysis
  • Two years before and one year after introducing GP-led telephone triage

Key Findings

  • Demand for face-to-face GP appointments reduced by 39%
  • Over 92% of telephone calls lasted less than 5 minutes
  • Telephone bill increased by 26%
  • For a substantial proportion of patients, telephone consultations were an acceptable alternative service

In summary, GP telephone triage effectively reduced the demand for same-day face-to-face consultations in general practice.

Moyez Jiwa, Nigel Mathers and Mike Campbell


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