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    Satisfaction of using a nurse led telephone helpline among mothers and caregivers of young children

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    Authors
    Cook, Erica Jane
    Randhawa, Gurch
    Large, Shirley
    Ali, Nasreen
    Chater, Angel M.
    Guppy, Andy
    Issue Date
    2015-12-28
    Subjects
    utilization
    patient satisfaction
    qualitative study
    NHS Direct
    telephone based healthcare
    tele-diagnosis
    telemedicine
    
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    Abstract
    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
    Elsevier
    Journal
    Health Policy and Technology
    URI
    http://hdl.handle.net/10547/622250
    DOI
    10.1016/j.hlpt.2015.12.002
    Additional Links
    http://www.healthpolicyandtechnology.org/article/S2211-8837(15)00092-1/abstract
    Type
    Article
    Language
    en
    ISSN
    2211-8837
    ae974a485f413a2113503eed53cd6c53
    10.1016/j.hlpt.2015.12.002
    Scopus Count
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    Health

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