BOX 3

Informal conversation with deputy practice manager

Field note extract, practice A

She told me that getting the message out to their patients about [e-consult software] was challenging and that they had put a message on their answer-phone, there is a large poster in the waiting room as you arrive into the practice and there was a message on the electronic screen in the waiting room. She also told me that the practice manager had been tweeting about the change.

From: Chapter 5, Case study results

Cover of The potential of alternatives to face-to-face consultation in general practice, and the impact on different patient groups: a mixed-methods case study
The potential of alternatives to face-to-face consultation in general practice, and the impact on different patient groups: a mixed-methods case study.
Health Services and Delivery Research, No. 6.20.
Atherton H, Brant H, Ziebland S, et al.
Southampton (UK): NIHR Journals Library; 2018 Jun.
Copyright © Queen’s Printer and Controller of HMSO 2018. This work was produced by Atherton et al. under the terms of a commissioning contract issued by the Secretary of State for Health and Social Care. This issue may be freely reproduced for the purposes of private research and study and extracts (or indeed, the full report) may be included in professional journals provided that suitable acknowledgement is made and the reproduction is not associated with any form of advertising. Applications for commercial reproduction should be addressed to: NIHR Journals Library, National Institute for Health Research, Evaluation, Trials and Studies Coordinating Centre, Alpha House, University of Southampton Science Park, Southampton SO16 7NS, UK.

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