The University of Southampton
University of Southampton Institutional Repository

Safety and effectiveness of nurse telephone consultation in out-of-hours primary care: randomised controlled trial

Lattimer, Val, George, Steve, Thompson, Felicity, Thomas, Eileen, Mullee, Mark, Turnbull, Joanne, Smith, Helen, Moore, Michael, Bond, Hugh and Glasper, Alan South Wiltshire Out of Hours Project (SWOOP) Group (1998) Safety and effectiveness of nurse telephone consultation in out-of-hours primary care: randomised controlled trial BMJ, 317, pp. 1054-1059. (PMID:9774295).

Record type: Article


Objective: To determine the safety and effectiveness of nurse telephone consultation in out of hours primary care by investigating adverse events and the management of calls.

Design: Block randomised controlled trial over a year of 156 matched pairs of days and weekends in 26 blocks. One of each matched pair was randomised to receive the intervention.

Setting: One 55 member general practice cooperative serving 97 000 registered patients in Wiltshire.

Subjects: All patients contacting the out of hours service or about whom contact was made during specified times over the trial year.

Intervention: A nurse telephone consultation service integrated within a general practice cooperative. The out of hours period was 615 pm to 1115 pm from Monday to Friday, 1100 am to 1115 pm on Saturday, and 800 am to 1115 pm on Sunday. Experienced and specially trained nurses received, assessed, and managed calls from patients or their carers. Management options included telephone advice; referral to the general practitioner on duty (for telephone advice, an appointment at a primary care centre, or a home visit); referral to the emergency service or advice to attend accident and emergency. Calls were managed with the help of decision support software.

Main outcome measures: Deaths within seven days of a contact with the out of hours service; emergency hospital admissions within 24 hours and within three days of contact; attendance at accident and emergency within three days of a contact; number and management of calls in each arm of the trial.

Results: 14 492 calls were received during the specified times in the trial year (7308 in the control arm and 7184 in the intervention arm) concerning 10 134 patients (10.4% of the registered population). There were no substantial differences in the age and sex of patients in the intervention and control groups, though male patients were underrepresented overall. Reasons for calling the service were consistent with previous studies. Nurses managed 49.8% of calls during intervention periods without referral to a general practitioner. A 69% reduction in telephone advice from a general practitioner, together with a 38% reduction in patient attendance at primary care centres and a 23% reduction in home visits was observed during intervention periods. Statistical equivalence was observed in the number of deaths within seven days, in the number of emergency hospital admissions, and in the number of attendances at accident and emergency departments.

Conclusions: Nurse telephone consultation produced substantial changes in call management, reducing overall workload of general practitioners by 50% while allowing callers faster access to health information and advice. It was not associated with an increase in the number of adverse events. This model of out of hours primary care is safe and effective.

Full text not available from this repository.

More information

Published date: 17 October 1998


Local EPrints ID: 181705
ISSN: 0959-8138
PURE UUID: 435349a3-a972-4145-a634-20b7cb4878c9
ORCID for Joanne Turnbull: ORCID iD
ORCID for Michael Moore: ORCID iD

Catalogue record

Date deposited: 18 May 2011 08:20
Last modified: 18 Jul 2017 11:58

Export record


Author: Val Lattimer
Author: Steve George
Author: Felicity Thompson
Author: Eileen Thomas
Author: Mark Mullee
Author: Joanne Turnbull ORCID iD
Author: Helen Smith
Author: Michael Moore ORCID iD
Author: Hugh Bond
Author: Alan Glasper

University divisions

Download statistics

Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.

View more statistics

Atom RSS 1.0 RSS 2.0

Contact ePrints Soton:

ePrints Soton supports OAI 2.0 with a base URL of

This repository has been built using EPrints software, developed at the University of Southampton, but available to everyone to use.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.