Young people's use of NHS Direct: a national study of symptoms and outcome of calls for children aged 0-15

2.50
Hdl Handle:
http://hdl.handle.net/10547/558779
Title:
Young people's use of NHS Direct: a national study of symptoms and outcome of calls for children aged 0-15
Authors:
Cook, Erica Jane ( 0000-0003-4369-8202 ) ; Randhawa, Gurch ( 0000-0002-2289-5859 ) ; Large, Shirley; Guppy, Andy; Chater, Angel M. ( 0000-0002-9043-2565 ) ; Pang, Dong
Abstract:
Objectives National Health Service (NHS) Direct provides 24/7 expert telephone-based healthcare information and advice to the public in England. However, limited research has explored the reasons to why calls are made on behalf of young people, as such this study aimed to examine call rate (CR) patterns in younger people to enable a better understanding of the needs of this population in England. Setting NHS Direct, England, UK. Participants and methods CRs (expressed as calls/100 persons/annum) were calculated for all calls (N=358 503) made to NHS Direct by, or on behalf of, children aged 0–15 during the combined four ‘1-month’ periods within a year (July 2010, October 2010, January 2011 and April 2011). χ² Analysis was used to determine the differences between symptom, outcome and date/time of call. Results For infants aged <1, highest CRs were found for ‘crying’ for male (n=14, 440, CR=13.61) and female (n=13 654, CR=13.46) babies, which is used as a universal assessment applied to all babies. High CRs were also found for symptoms relating to ‘skin/hair/nails’ and ‘colds/flu/sickness’ for all age groups, whereby NHS Direct was able to support patients to self-manage and provide health information for these symptoms for 59.7% and 51.4% of all cases, respectively. Variations in CRs were found for time and age, with highest peaks found for children aged 4–15 in the 15:00–23:00 period and in children aged <1 in the 7:00–15:00 period. Conclusions This is the first study to examine the symptoms and outcome of calls made to NHS Direct for and on behalf of young children. The findings revealed how NHS Direct has supported a range of symptoms through the provision of health information and self-care support which provides important information about service planning and support for similar telephone-based services.
Affiliation:
University of Bedfordshire; NHS Direct; University College London
Citation:
Cook, E., Randhawa, G., Large, S., Guppy, A., Chater, A.M., Pang, D. (2013) 'Young people's use of NHS Direct: a national study of symptoms and outcome of calls for children aged 0-15' BMJ Open 3 (12):e004106
Publisher:
BMJ Publishing Group
Journal:
BMJ Open
Issue Date:
9-Dec-2013
URI:
http://hdl.handle.net/10547/558779
DOI:
10.1136/bmjopen-2013-004106
Additional Links:
http://bmjopen.bmj.com/cgi/doi/10.1136/bmjopen-2013-004106
Type:
Article
Language:
en
ISSN:
2044-6055
Appears in Collections:
IHR Institute for Health Research

Full metadata record

DC FieldValue Language
dc.contributor.authorCook, Erica Janeen
dc.contributor.authorRandhawa, Gurchen
dc.contributor.authorLarge, Shirleyen
dc.contributor.authorGuppy, Andyen
dc.contributor.authorChater, Angel M.en
dc.contributor.authorPang, Dongen
dc.date.accessioned2015-07-02T11:39:12Zen
dc.date.available2015-07-02T11:39:12Zen
dc.date.issued2013-12-09en
dc.identifier.citationCook, E., Randhawa, G., Large, S., Guppy, A., Chater, A.M., Pang, D. (2013) 'Young people's use of NHS Direct: a national study of symptoms and outcome of calls for children aged 0-15' BMJ Open 3 (12):e004106en
dc.identifier.issn2044-6055en
dc.identifier.doi10.1136/bmjopen-2013-004106en
dc.identifier.urihttp://hdl.handle.net/10547/558779en
dc.description.abstractObjectives National Health Service (NHS) Direct provides 24/7 expert telephone-based healthcare information and advice to the public in England. However, limited research has explored the reasons to why calls are made on behalf of young people, as such this study aimed to examine call rate (CR) patterns in younger people to enable a better understanding of the needs of this population in England. Setting NHS Direct, England, UK. Participants and methods CRs (expressed as calls/100 persons/annum) were calculated for all calls (N=358 503) made to NHS Direct by, or on behalf of, children aged 0–15 during the combined four ‘1-month’ periods within a year (July 2010, October 2010, January 2011 and April 2011). χ² Analysis was used to determine the differences between symptom, outcome and date/time of call. Results For infants aged <1, highest CRs were found for ‘crying’ for male (n=14, 440, CR=13.61) and female (n=13 654, CR=13.46) babies, which is used as a universal assessment applied to all babies. High CRs were also found for symptoms relating to ‘skin/hair/nails’ and ‘colds/flu/sickness’ for all age groups, whereby NHS Direct was able to support patients to self-manage and provide health information for these symptoms for 59.7% and 51.4% of all cases, respectively. Variations in CRs were found for time and age, with highest peaks found for children aged 4–15 in the 15:00–23:00 period and in children aged <1 in the 7:00–15:00 period. Conclusions This is the first study to examine the symptoms and outcome of calls made to NHS Direct for and on behalf of young children. The findings revealed how NHS Direct has supported a range of symptoms through the provision of health information and self-care support which provides important information about service planning and support for similar telephone-based services.en
dc.language.isoenen
dc.publisherBMJ Publishing Groupen
dc.relation.urlhttp://bmjopen.bmj.com/cgi/doi/10.1136/bmjopen-2013-004106en
dc.rightsArchived with thanks to BMJ Openen
dc.subjectNHS Directen
dc.subjecttelephone based healthcareen
dc.titleYoung people's use of NHS Direct: a national study of symptoms and outcome of calls for children aged 0-15en
dc.typeArticleen
dc.contributor.departmentUniversity of Bedfordshireen
dc.contributor.departmentNHS Directen
dc.contributor.departmentUniversity College Londonen
dc.identifier.journalBMJ Openen
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