Emerging risks in out‐of‐hours primary care services

Abstract

Purpose

The purpose of this article is to assess the impact of recent changes to out‐of‐hours primary care services.

Design/methodology/approach

The changes to out‐of‐hours primary care services since the introduction of the new GP contract in 2004 are considered. A recent survey of out‐of‐hours providers helps to give a view of how these organisations have diversified. An analysis of recent claims and complaints handled by the Medical Protection Society highlights the risks of this new approach.

Findings

There have been significant changes in the way that out‐of‐hours care is delivered and this has led to a number of emerging risks. In particular, problems with communication skills are the most frequently occurring factor in out‐of‐hours incidents.

Practical implications

Quality standards currently focus on working practices, rather than soft skills such as communication. Training for out‐of‐hours providers in these skills is essential, particularly where children are concerned.

Originality/value

The paper highlights the areas of risk which contribute to substandard out‐of‐hours care.

Citation

Price, J., Haslam, J. and Cowan, J. (2006), "Emerging risks in out‐of‐hours primary care services", Clinical Governance: An International Journal, Vol. 11 No. 4, pp. 289-298. https://doi.org/10.1108/14777270610708823