Telephone nursing : Calls and caller satisfaction.
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
Notice produite par :
Inist-CNRS - Institut de l'Information Scientifique et Technique
Cote : 99-0450847
Code Inist : 002B30A01B. Création : 22/03/2000.