- 作者：M.J. Escudero Carretero ; O. Pé ; rez Corral ; olivia.perez.easp@juntadeandalucia.es ; M.A. Prieto Rodrí ; guez ; J.C. March Cerdá ; N. Garcí ; a Toyos ; M.T. Gijó ; n Sá ; nchez
- 关键词：Evaluació ; n ; Lí ; neas telefó ; nicas ; Informació ; n para pacientes
- 刊名：Revista de Calidad Asistencial
- 出版年：2011
- 期刊代码：pca305_1134282X
- 类别：med
- 出版时间：May-June 2011
- 卷：26
- 期：3
- 页码：168-173
- 文件大小：130 K
lass="h4">Objectives
To evaluate a telephone-information service on health issues for children before its implementation. To determine the overall assessment of the service and quality of the information available from the perspective of a potential user population.
lass="h4">Methods
Design: Simulation of a telephone call to the telephone service and further evaluation using qualitative techniques. Setting: Primary and special care in the city of Granada. Participants: Parents, who were not health professionals, of children between 0 and 14 years old, resident in Andalusia and recruited from both primary care and hospitals throughout the city of Granada. A comprehensive assessment of service and quality of information offered through interviews and focus groups. The number of participants was established on two criteria: evaluation of the whole range of information provided by the telephone service; response saturation.
lass="h4">Results
The overall service assessment was positive, emphasising the quick and easy access to information, time saving and confidence building. The information received was described as clear, easily understood and expressed in a respectful tone. To improve the service it has been suggested that the calls be free and that the range of information topics available should be extended.
lass="h4">Conclusions
The methodology used is novel, as most telephone services are evaluated after they have been put in place and without the participation of the future users.