Almost a third of Dutch patients report that it's difficult to reach their general practitioner (GP) by telephone.
This finding comes from research conducted by the Netherlands Institute for Health Services Research (NIVEL) within its Consumer Panel of Healthcare. Patients expect the phone to be answered within one minute, but this isn't always the reality.
No answer on first try
Only 60 percent succeed on their initial call attempt. When telephone contact fails immediately, most patients try again later. However, one in ten calls the emergency line, and four percent even dial 1-1-2.
Two-minute standard
In 2008, the Ministry of Health, Welfare and Sport set a guideline for GPs to answer calls within two minutes, with a 30-second limit for emergency lines. Prior inspections by the Health Care Inspectorate have confirmed poor telephone accessibility at many general practices.
NIVEL's research reveals patients hold even stricter standards than the Ministry or Inspectorate, insisting on a response within one minute.
