Appendix A Search strategies 13 Appendix B Excluded studies 26

Appendix C Annotated summaries of relevant RCTs, controlled trials and systematic reviews 27 Appendix D Summary of relevant systematic reviews and pertinent non-systematic reviews 196 31. BACKGROUND Despite the widespread use of telephones in everyday life, the use of telephone consultations in primary care has been somewhat limited. Evidence to support the use of telephones in areas such as consultation, triage, support and treatment has often been lacking. The value of telephone consultations has been seen largely in terms of whether it saves doctors time, rather than whether it improves access and care. Case studies of telephone consultation have suggested that its potential is far wider than this, and that it offers benefits to patients as well as to doctors. However, a number of questions regarding telephone consultation in general practice remain: 1. What are the benefits/harms (if any) of telephone consultations to the patient and health professional