Improving Patient's First Point of Contact (Version 001)
Research type
Research Study
Full title
Improving Patient's First Point of Contact with Primary Healthcare Services
IRAS ID
174210
Contact name
Mimi (Ziwei) Huang
Contact email
Sponsor organisation
Humanities Department, Northumbria University
Clinicaltrials.gov Identifier
N/A, HEIF-Northumbria University Funding Stream
Duration of Study in the UK
0 years, 2 months, 12 days
Research summary
This research project aims to gain a thorough understanding of the communications and interactions that take place between patients and GP receptionists during their telephone conversations. The purpose of the study is to investigate how the communication process may be improved and facilitated so that patients can have better access to primary healthcare services. In order to achieve this purpose, the researchers propose a two-part approach that is to be carried out at the Oxford Terrace & Rawling Road Medical Group in Gateshead.
The researchers have actively involved the following people during the design of the research project: the practice manager, the practice’s staff team (including the receptionist team), as well as the practice’s health champions (The health champions include patients, service users, as well as members of the local healthcare community). With the permissions of all parties involved, the research results of this project may be used for the production of academic publications and dissemination. Relevant academic publications may further be used for the development of training materials and professional consultancy services for improving healthcare communication in the healthcare sector.
REC name
North East - Tyne & Wear South Research Ethics Committee
REC reference
15/NE/0147
Date of REC Opinion
11 May 2015
REC opinion
Further Information Favourable Opinion