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Original Research: David E. Hildebrandt, John M. Westfall, Douglas H. Fernald, and Wilson D. Pace Harm Resulting from Inappropriate Telephone Triage in Primary Care J Am Board Fam Med 2006; 19: 437-442 [Abstract] [Full text] [PDF]

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Reassurance that NO answering service is best

Pepi Granat, MD   (8 September 2006)

Reassurance that NO answering service is best 8 September 2006
Pepi Granat, MD, Family Physician Send response to journal: Re: Reassurance that NO answering service is best pepigranat{at}aol.com Pepi Granat, MD	Having had my ups & downs, mostly downs, w/ various Answering Services over the years, your article reassures me that what I did around 7 yrs ago (which I often say is the best move I ever made in my practice) namely, firing my answering service, was the right thing to do. I have an answering machine in the office to which we forward our front line at end of day, that gives out my beeper which I keep on me 24/7 while in town. Elderly patients are given "beeper lessons" when they come into the practice, so they're not intimidated if they have to call. Everyone said, "Oh, the patiens will drive you crazy." The reverse happened; I had fewer calls. It is the patients' decision to call or not, & almost always they make the right choice. Pepi Granat, MD