An evaluation of healthcare seeking behaviours through a telephone health advice and triage service.

Q3 Health Professions

Health Marketing Quarterly Pub Date : 2025-03-10 DOI:10.1080/07359683.2025.2472458

Alana Delaforce, Norm Good, Philippa Niven, Curtis Plate, Rajiv Jayasena, Joy Parkinson

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引用次数: 0

Abstract

Globally, healthcare systems face strain from inappropriate consumer care-seeking behaviors, and solutions are needed to direct them to appropriate care avenues, including self-management. The Healthdirect Australia 24/7 National Coronavirus Helpline was established to provide telephone health advice and triage. This study evaluates the helpline's performance, consumer satisfaction, and influence on care-seeking behaviors. Using an online survey and telephony metrics, data from 329 survey respondents and 94,494 calls were analyzed. Results showed efficient service with most calls answered within 48 seconds and a low call abandonment rate of 4%. The average call length was 7 min and 13 s. Consumer satisfaction was high, with 71% rating it as high or very high. The helpline influenced health-seeking behaviors positively, (χ² (1, N = 943) = 89.0, p < .0001) with a 35% increase in self-management, a 12% reduction in unnecessary emergency department visits, and a 5% reduction in emergency services calls. Further research is needed to assess the long-term impact of this care model.

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通过电话健康咨询和分诊服务对求医行为进行评估。

在全球范围内，卫生保健系统面临着不适当的消费者求医行为带来的压力，需要解决方案将他们引导到适当的护理途径，包括自我管理。澳大利亚设立了24/7全国冠状病毒求助热线，提供电话健康咨询和分流。本研究评估求助热线的表现、消费者满意度及对求医行为的影响。通过在线调查和电话指标，分析了来自329名调查对象和94,494个电话的数据。结果显示，服务效率高，大多数电话在48秒内接听，电话放弃率低，为4%。平均通话时长为7分13秒。消费者满意度很高，71%的人认为它是高或非常高的。求助热线对就诊行为有积极影响（χ2 (1, N = 943) = 89.0, p < 0.0001），自我管理能力提高35%，不必要的急诊就诊减少12%，急诊服务电话减少5%。需要进一步的研究来评估这种护理模式的长期影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Health Marketing Quarterly Health Professions-Health Professions (all)

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： Health Marketing Quarterly is directed at academicians and practitioners who are concerned with the concepts, practice, and research of health care marketing in today"s complex environment. The journal addresses important contemporary issues in the use of marketing by health care organizations like hospitals, individual practitioners, and public health care organizations. This includes the use of marketing to promote, position, deter, enhance health care organizations/issues, and the development of the marketing literature on both a conceptual and empirical basis.