Abstract
BackgroundHelpline services have become an increasingly popular mode of providing community access to information and expert information and advice in the health and welfare sector. This paper reports on data collected from 908 callers to UK-based breastfeeding helplines.MethodsA mixed methods design was adopted utilising a structured interview schedule to elicit callers experiences of the help and support received. In this paper we report on a series of multiple regression models undertaken to elicit the variables associated with callers’ ‘overall satisfaction’ with the helpline service. Three models were constructed; 1) caller demographic/call characteristics; 2) attitudes and effectiveness of service characteristics and 3) impact of support on caller wellbeing.ResultsOverall, 74.6% of callers were very satisfied, and 19.8% were satisfied with the help and support received by the helpline service. The caller demographic/call characteristics found to have a significant relationship with overall satisfaction related to the ease of getting through to the helpline and whether the woman had previously breastfed. Service characteristics associated with overall satisfaction related to whether the information received was helpful and whether the support helped to resolve their issues. The extent to which the volunteer was perceived to have enough time, whether the support had encouraged them to continue breastfeeding, met the caller’s expectations and/or provided the support the caller needed were also significantly associated. Caller outcomes contributing significantly to overall satisfaction concerned callers feeling less stressed, more confident, reassured and determined to continue breastfeeding following the call. Consideration of the effect sizes indicated that key factors associated with overall satisfaction related to: volunteers having sufficient time to deal with the callers’ issues; the information being perceived as helpful; the volunteers providing the support the callers needed; and for callers to feel reassured following the call.ConclusionOverall, these results highlight the value of the breastfeeding helpline(s) in terms of providing rapid, targeted, realistic, practical, and responsive support that provides affirmation and encouragement. The benefits include confidence building and callers feeling reassured and motivated to continue breastfeeding. Care needs to be taken to ensure that helpline support is easily accessible to ensure that callers and their families can access support when needed. This may require consideration of extension to a 24 hour service.
Highlights
Helpline services have become an increasingly popular mode of providing community access to information and expert information and advice in the health and welfare sector
The findings revealed that the vast majority of callers were very positive about the helpline service, with over 85% reporting that their situation had improved as a result of the call
In this paper we report on a series of multiple regression models undertaken to elicit the variables independently associated with callers ‘overall satisfaction’ of the helpline service
Summary
Helpline services have become an increasingly popular mode of providing community access to information and expert information and advice in the health and welfare sector. Counselling and helpline services in the health and welfare sector have become an increasingly popular mode of providing community access to information and expert advice [1] and are considered to offer an important first point of contact for those seeking assistance [2]. Telephone support is perceived to be a low cost [3], flexible, private [4] and non-stigmatizing form of support [5] This method of support is considered to reduce key barriers to health care, such as accessibility [6,7], among those who may be less likely to utilise statutory services (i.e. younger service-users) [8]. Whilst some helplines offer specific medical advice (such as NHS Direct), others, mainly funded by the voluntary sector, tend to operate from an ethos of empowering callers to make their own decisions [10]
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
