Characteristics and perceptions of after-hours callers.

Abstract

After-hours care remains an important aspect of community practice although little is known about the views of either physicians or patients. This study presents an analysis of 12 499 after-hours calls made to a family practice centre over a five-year period, and 798 follow-up telephone interviews conducted with people who called for help after hours. Fifty per cent of the callers requested care for themselves while the remainder made the call for another family member, usually a child; most had discussed the problem with family or friends before calling. A majority stated that they would go to a hospital emergency room if they could not use the after-hours service. Physicians tended to perceive the calls as being due primarily to physical problems, while almost one-third of the callers stated that the motive for their call was anxiety or concern rather than physical discomfort. Although there was a lack of agreement between physician and caller on several aspects of the contact, most of the callers were satisfied with the contact.