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  1. Telephone nursing : Calls and caller satisfaction.

    Article - En anglais

    To understand the function of telephone nursing, every call to the Medical Call Centre in Stockholm was recorded during one week (n=2866).

    Every tenth caller (n=203) was asked to answer a mailed questionnaire about consultation and satisfaction.

    The most common reason for calling was symptoms of infection.

    The predominant outcome was self-care advice (49%). In the mailed questionnaire 85% of respondents stated that they had followed the advice and 95% were satisfied with their consultation.

    Compared to earlier studies of calls to health-care centres and accident and emergency departments, a larger proportion of the callers were advised to see a physician.

    The Call Centre we examined proved to be more inclined to give self-care advice than other health-care settings.

    Mots-clés Pascal : Soin, Conseil, Personnel sanitaire, Entretien, Téléphone, Evaluation, Satisfaction, Autoperception, Homme, Suède, Europe, Système santé

    Mots-clés Pascal anglais : Care, Council, Health staff, Interview, Telephone, Evaluation, Satisfaction, Self perception, Human, Sweden, Europe, Health system

    Logo du centre Notice produite par :
    Inist-CNRS - Institut de l'Information Scientifique et Technique

    Cote : 99-0450847

    Code Inist : 002B30A01B. Création : 22/03/2000.