Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study

Roivainen, P.; Hoikka, Marko; Ala‐Kokko, Tero; Kääriäinen, Maria

doi:10.1016/j.ienj.2021.101070

Cited by 3 publications

(5 citation statements)

References 16 publications

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“…The scale care provided in the venue subdimension score was also high. Another study reported that patients with prehospital emergency problems were mostly satisfied with telephone care assessments (9). Our analysis also reported a high satisfaction rate among emergency call center staff.…”

Section: Discussionsupporting

confidence: 73%

Frequency of admission to prehospital emergency medical services and satisfaction level of prehospital emergency care during active chemotherapy

Koçak

Araz

2022

Med Sci Discov

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Objective: In this study, we aimed to investigate the frequency of admission to prehospital emergency medical services (PEMS) and the satisfaction level of prehospital medical care in cancer patients during the chemotherapy process. Material and Methods: A total of 218 patients receiving active chemotherapy were included in the study. A personal information form and the 112 Emergency Health Services Patient Satisfaction Scale (EHSPSS) were used to collect data. Sociodemographic characteristics and data on admission to PEMS were compared, Results: Among the patients, 162 (74.3%) had visited EMS in the previous three months. Ninety-eight (60.5%) patients had visited EMS as outpatients, and 64 (39.5%) patients had arrived via PEMS. The PEMS admission rate of patients who visit EMS from rural areas (71.9%) was significantly higher than that of patients who visit from urban areas (p < 0.001). The total satisfaction score was determined to be 89±18.1 points. According to these scores, it could be interpreted that the satisfaction rate of the patients was high. Regarding the dimension scores, the ambulance staff and emergency call center staff scores were high, while the care provided in the venue and ambulance technical equipment scores were above moderate Conclusion: Patients receiving active chemotherapy frequently visit EMS. Although these patients mostly visited EMS as outpatients, the rate of patients who visited EMS with PEMS was substantial. The PEMS patient satisfaction rate was found to be high among active chemotherapy patients. High patient satisfaction is a prominent patient-centered indicator in measuring the quality of care

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Section: Discussionsupporting

confidence: 73%

Frequency of admission to prehospital emergency medical services and satisfaction level of prehospital emergency care during active chemotherapy

Koçak

Araz

2022

Med Sci Discov

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“…Advice provided in the latter is more generalised in nature and aimed to equip consumers with enough information to self-manage their care (when appropriate) or seek out appropriate avenues for further assessment and treatment. Despite the lack of clarity, there are some small studies that show links between satisfaction levels and consumer decision making [14,15]. To support service quality outcomes, further research that measures consumer satisfaction in the context of telephone health advice and triage is needed.…”

Section: Discussionmentioning

confidence: 99%

Influencing healthcare seeking behaviours of consumers through a telephone health advice and triage service: a multi-method evaluation

Delaforce,

Good,

Niven

et al. 2023

Preprint

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Background: Globally, healthcare systems are under strain due to increased demand from inappropriate care seeking behaviours of consumers. Solutions are needed to redirect consumers to appropriate avenues for accessing health care, including, where appropriate, self-management. In response to this need, the Healthdirect Australia 24/7 National Coronavirus Helpline was established as a telephone health advice and triage service. This study aims to evaluate the call centre performance, consumer satisfaction and influence of the service on appropriate care seeking behaviours of consumers. Methods: A multi method evaluation using an online survey and telephony metrics. The survey was distributed to e COVID positive callers from Queensland and South Australia who rang the 24/7 National Coronavirus Helpline and were triaged as being low or medium risk of hospitalisation. Of 2,784 invitations sent, 329 responses were received. Survey data were analysed using descriptive statistical analysis. Counts and percentages are used for categorical survey data. Telephony metrics included 94,494 calls made to the 24/7 National Coronavirus Helpline between May-November 2022. Simple summary statistics were undertaken on all telephony data, with categorical data presented either as totals or percentages of individual levels within categories. Results: The call centre provided an efficient service, with most calls answered within 0.8 minute (48 seconds), and a very low rate of call abandonment (4%). The average call length was 7.22 minutes (7 minutes, 13 seconds). Consumer satisfaction was high with 71% of survey respondents rating their satisfaction as high or very high. Health seeking behaviours were positively influenced with an increase of 35% of consumers self-managing their care, a reduction of 12% in unnecessary emergency department visits, and a reduction of 5% in unnecessary emergency services calls after contacting the helpline. Conclusions: The 24/7 National Coronavirus helpline provides an efficient service that was highly valued by survey respondents. It is likely that it is positively influencing appropriate healthcare seeking behaviours of consumers by promoting self-management or engagement with a GP according to the risk of hospitalisation, reducing unnecessary visits to the Emergency Department. Further research is needed to ascertain the effect of this model of care.

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“…Callers' satisfaction ratings in telenursing are generally high and do not differ substantially from their face-to-face counterparts (Lake et al, 2017). Telephone calls may even be preferred over face-to-face meetings because they save time (Ström et al, 2009) and help reduce uncertainties as to the required level of care (Roivainen et al, 2021). Callers appreciate a constructive dialogue with skillful telenurses (Arvidsson et al, 2019;Gustafsson et al, 2020) and often mention the supporting effects of discussing their issues with a nurse (Boström et al, 2020;Ström et al, 2009).…”

Section: Caller Satisfactionmentioning

confidence: 99%

“…A difference in overall caller satisfaction due to long waiting times and/or short consultations is also reported (Gustafsson, 2016;Kelly et al, 2010). Caller-related variables include self-reported good health status (Gustafsson, 2016), absence of pain (Roivainen et al, 2021) and higher age (Gustafsson, 2016;Moscato et al, 2007). A large Danish study found that calling for a somatic injury, rather than somatic illness or psychiatric issues, was associated with higher satisfaction rates (Zinger et al, 2019).…”

Section: Caller Satisfactionmentioning

confidence: 99%

“…Interaction is not the only determinant of caller satisfaction that requires consideration when promoting caller satisfaction. Other variables, for example waiting times, health status of the caller, main result of call, and expectations have varying degrees of impact on overall satisfaction with calls (Gustafsson, 2016;Moscato et al, 2007;Rahmqvist et al, 2011;Roivainen et al, 2021;Zinger et al, 2019). The data collection procedure using the TISQ provided data on such variables.…”

Section: Improving Interaction and Caller Satisfactionmentioning

confidence: 99%

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"I'm calling for hope, comfort and maybe some advice..." : Interaction and caller satisfaction in telenursing

Mattisson

2023

Linköping University Medical Dissertations

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Background:The provision of nursing over the telephone is an appreciated asset in many parts of the world. Interaction between telenurse and caller is important for caller satisfaction, and satisfaction in turn is positively related to outcomes such as adherence, engagement in self-care and well-being. Despite the long history of telehealth services, research about interaction in telenursing is still in a developmental stage. Aim:The overall aim of the thesis was to develop a questionnaire that enables valid and reliable exploration of telenurse-caller interaction, and caller satisfaction with calls, and to explore interaction and its importance for caller satisfaction.In addition, data was coded and analysed in relation to phases in the conversation process for telenursing: opening, listening, analysing, motivating, and ending. Results:The 60 item TISQ, including the TISS, showed good content validity in the telenursing setting with a Scale-CVI of 0.91 (I). Test-retest reliability of single items was moderate to good (I). TISS-data deviated significantly from a normal distribution, but all response options were endorsed (II). The confirmatory factor analysis confirmed the four-factor structure of the TISS, and factor correlations were high (rs = 0.88 to 0.96) (II). A higher order model showed marginally deteriorated model fit values (II). Ordinal alpha, scale reliability, and test-retest reliability were satisfactory for all scales, and convergent validity was satisfactory (II).Callers expressed the highest level of satisfaction with affective support, while their satisfaction with decisional control was comparatively lower (III). Callers' satisfaction with interaction was positively associated with overall satisfaction with calls, even when considering experienced waiting time, main result of the call, fulfilment of expectations, age, gender, selfrated health status and time of call (III). A total of 97% of manifest words in conversations were identified as nursing interaction based on the IM-CHB (IV). Health information was the primary focus, particularly during the listening and analysing phases (IV). Affective support was the least prominent component, and callers' reactions to advice were seldom discussed (IV). The opening phase was the shortest, and analysing phase the most word consuming (IV). Conclusions:The TISQ, including the TISS, provide a valid and reliable questionnaire for the study of telenurse-caller interaction, and caller satisfaction with calls. Caller satisfaction with the interaction can be measured using the four subscales in the TISS. In cases where there is a problem with multicollinearity, a total scale score from the TISS can be utilized. All four components of interaction in the IMCHB play a crucial role in determining overall caller satisfaction with calls. Therefore, the development of interaction in telenursing need to consider all four components. The exchange of health information presents challenges for both telenurses and callers, and affective support can be provided to caller...

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Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study

Cited by 3 publications

References 16 publications

Frequency of admission to prehospital emergency medical services and satisfaction level of prehospital emergency care during active chemotherapy

Frequency of admission to prehospital emergency medical services and satisfaction level of prehospital emergency care during active chemotherapy

Influencing healthcare seeking behaviours of consumers through a telephone health advice and triage service: a multi-method evaluation

"I'm calling for hope, comfort and maybe some advice..." : Interaction and caller satisfaction in telenursing

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