How access to primary healthcare is negotiated through reception calls
Research type
Research Study
Full title
Understanding the role of interaction in facilitating access to primary care
IRAS ID
327112
Contact name
Rachel Rahman
Contact email
Sponsor organisation
Aberystwyth university
Duration of Study in the UK
0 years, 7 months, 11 days
Research summary
This research project aims to gain an understanding of how access to healthcare is negotiated through receptionist patient telephone calls to GP practices in Wales. To achieve this aim, the research will analyse naturally occurring reception phone calls to primary care practices using a technique called conversation analysis. This analysis will identify how elements of talk can best facilitate better understanding, reduce ambiguity and/or perceived barriers, and facilitate access to the most appropriate services whilst maintaining patient satisfaction. This will be achieved through a two phase project with the first phase analysing telephone interactions between patients and receptionists and the second phase using these findings to develop a training programme using the conversation analytic roleplay method. The research intends to use the data as a framework for future publications and training materials as a means of improving access to healthcare and healthcare communication with GP receptionists in Wales.
REC name
London - Queen Square Research Ethics Committee
REC reference
23/PR/1553
Date of REC Opinion
3 Apr 2024
REC opinion
Further Information Favourable Opinion