Satisfaction of using a nurse led telephone helpline among mothers and caregivers of young children
Name:
Publisher version
View Source
Access full-text PDFOpen Access
View Source
Check access options
Check access options
Issue Date
2015-12-28Subjects
utilizationpatient satisfaction
qualitative study
NHS Direct
telephone based healthcare
tele-diagnosis
telemedicine
Metadata
Show full item recordAbstract
Objectives This research aimed to explore user’s experiences of using a nurse led telephone based healthcare service (NHS Direct) among mothers and caregivers of young children to uncover the core factors, which influence the level of satisfaction of using this type of service. Methods Focus groups were held with a subgroup of NHS Direct high ‘users’ (N=17), which included mothers and grandmothers of young children aged between 21 and 54 years old. Qualitative data analysis was undertaken using the thematic framework approach. Results The findings revealed a high level of satisfaction towards this service and this was based on high levels of trust and reassurance that this service provides. Findings also uncovered that users believed that the service would be improved by the utilisation of more person-centred decision-making tools. Conclusion This research demonstrates the increasing role that telephone based healthcare services can play on empowering patients to take more control of their health.Citation
Cook E, Randhawa G, Large S, Ali N, Chater A, Guppy A (2016) 'Satisfaction of using a nurse led telephone helpline among mothers and caregivers of young children', Health Policy and Technology, 5 (2), pp.113-122.Publisher
ElsevierJournal
Health Policy and TechnologyType
ArticleLanguage
enISSN
2211-8837ae974a485f413a2113503eed53cd6c53
10.1016/j.hlpt.2015.12.002