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Annals of Family Medicine 2:546-548 (2004)
© 2004 Annals of Family Medicine, Inc.
doi: 10.1370/afm.127
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Are Frequent Callers to Family Physicians High Utilizers?

David E. Hildebrandt, PhD1, John M. Westfall, MD, MPH1, Richard A. Nicholas, MD1, Peter C. Smith, MD1 and Jacqueline Stern, MD2

1 Department of Family Medicine, University of Colorado Health Sciences Center at Fitzsimons, Aurora, Colo
2 Department of Family Medicine, Rose Family Medicine Residency, Denver, Colo

CORRESPONDING AUTHOR: David E. Hildebrandt, PhD, 2754 Compass Drive, Suite 325 , Grand Junction, CO 81506, d.hildebrandt{at}axcessinc.net

PURPOSE Our objective was to describe patients who telephone frequently after hours to physicians (frequent callers) and categorize their medical problems and resource utilization.

METHODS Charts of frequent callers were reviewed and compared with those of a systematically selected group from the same family medicine residency practice (control group). Data collected included demographic and clinical information, as well as information on utilization of office, emergency department, and hospital services. In addition, 4 family physicians reviewed the patient information and identified the primary diagnosis for frequent callers.

RESULTS Frequent callers were predominately female; had 3 times as many office visits, diagnoses, and medications; and had 8 times as many hospital admissions as the control group. The most common primary diagnostic categories were psychiatric disorders (36%), pain (21%), chronic illnesses (16%), pregnancy (13%), and common problems of childhood (9%).

CONCLUSIONS Frequent callers represent a unique group of patients with high utilization of health care services. Better targeted patient education and referral to other support services may decrease the number of calls and utilization of health services. Alternatively, among high utilizers, frequent telephone calls may be a substitute for other forms of care.

Key Words: Primary health care • triage • emergency medical services • health services




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TRACK Comments:

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Disturbing Preconceptions
A. Peter Blicher
Annals of Family Medicine, 8 Feb 2005 [Full text]
Who Paid?
Terence E Savage
Annals of Family Medicine, 9 Feb 2005 [Full text]
Response to "Who Paid" and "Disturbing Preconceptions"
David E. Hildebrandt, et al.
Annals of Family Medicine, 15 Apr 2005 [Full text]

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