Replies summarised and respondents identity removed

BW John

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We have had an advice e-mail address for several years, but very rarely used, even though we advertise it in our newsletters etc.

Would not be in favour of a template as every query is different

In phone calls we get some GPs who don’t call us at all, and some who use it quite a lot, often just for assurance that they are “doing the right thing” or “not missing anything. (I am however dreadful at recording these discussions).

Phone calls are a lot easier to get to a satisfactory conclusion, as the dialogue normally involves a some questions and answers on both sides.

Also not happy about unbundling of “advice” given in this way. How is it different from the comments made on reports, the added on tests at authorisation, the choice of profiles we offer, the tests we turn down etc.

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I am increasingly using e-mail to alert GPs of abnormal results which do not warrant a visit to A&E, but which the GP should know about.

I also copy and paste their scanned original request as well as relevant results. This has serendipitously identified some tests added on by patients.

This simplifies the biochemist process, and avoids battling through the GP phone jungles.

The availability of GPs via NHS.net is now massively improved, and their addresses can be found sorted by NHS *locality* CCG in NHS e-mail.

We are now running a 24 hr service and significant numbers of GP abnormalities arrive at unsocial hours.  The e-mail approach allows retro-reporting from an automated ‘telephone’ queue, and the GPs frequently respond by e-mail.

Incoming phone calls relating to patient results (abnormal or not) are logged on the patient result with some indication of guidance offered.

Difficult to search this for your audit purpose though.

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Tend to give a lot of email replies to phone calls and willing to accept email enquiries  - get them occasionally to generic email address, although don’t advertise this as a way of getting a response

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Hi,

We have a 'Duty biochemist' email address for clinical queries at ****. In my experience this is often used by hospital doctors trying to add on tests! GPs more often phone up for advice.

The inbox for the email address is accessible by all on the rota, but you have to reply from your personal email.

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I’ve always encouraged GPs to use email – means they get an audit trail on advice, and usually quicker than trying to track me down where I may not be able to look at all results needed

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I would be interested in replies to this as I've been thinking a bit about this too. There are some GPs who contact me directly via email which is great as it enables me in my replies to often include web links to info they require. These are the minority though and most use the phone. One or two use Choose and Book as a way of communication about results.