**7. Conclusion**

The study found evidence of patients utilising telephonic consultations for general medical practitioner services. The effect of COVID-19 in this respect was seen in the primary diagnoses associated with the consult, Acute upper respiratory, Emergency use of U07.1 (confirmed diagnosis) and Emergency use of U07.2 (suspected diagnosis). The average claim amount for a telephonic consultation was lower than R300, and few general medical practitioners claimed between R400 and R500 which was higher than the industry average. There is a need to develop telephone consult guidelines at industry level, these should also address reimbursement rates differentials. Furthermore, the guidelines should potentially cover both provider and patient conduct. There is a need to also develop guidelines on how these are adjudicated, validated, and funded at the scheme level.
