Telephone Service Research Articles

Usefulness of self-guided digital services among mental health patients: The role of health confidence and sociodemographic characteristics

BackgroundRemote services provided via telephone or the internet have become an essential part of mental health provision. Alongside services involving healthcare personnel (HCP), self-guided digital services hold great promise for improved self-management and health outcomes without increasing the burden on HCP. Therefore, better understanding of patients’ use and experienced benefits of these services are needed. This study investigated how health confidence and sociodemographic background are associated with mental health patients’ experiences of self-guided digital services. MethodsThis cross-sectional survey study was performed in 2022 at a Finnish Mental Health and Substance Abuse Services (MHSAS) unit of a regional public service provider that serves a population of about 163000 people. All patients who had visited the unit up to 6 months before the study were invited to respond to an online survey on their experiences with the remote MHSAS. We report the average subjective usefulness of telephone, guided digital and self-guided digital services. Regression models were fitted to study the associations of patient characteristics with use of any digital service, and with experienced usefulness of self-guided digital services.Findings. The respondents (n = 438) rated the usefulness of telephone, guided digital and self-guided digital services similarly (4.0/5.0, 3.9/5.0, and 3.9/5.0, respectively). Health confidence was associated with not using digital services at all as well as with high perceived usefulness of self-guided services. While elderly patients were more likely to avoid using digital services, age was not associated with experienced usefulness of self-guided digital services. No association between unemployment status and experiences of digital services was found. ConclusionsDifferent types of remote services are perceived as beneficial by mental health patients. To ensure effectiveness and equity, patients’ health confidence should be considered when directing them to self-guided services. Elderly mental health patients who use digital services are equally able as younger patients to benefit from self-guided services.

Paediatric opioid poisoning in the UK: a retrospective analysis of clinical enquiries to the National Poisons Information Service

ObjectiveTo evaluate a decade of reported paediatric opioid poisoning cases in the UK.MethodsThe National Poisons Information Service (NPIS) telephone enquiries database (UK Poisons Information Database) was searched for calls regarding...

Randomized control trial comparing genetic counseling service delivery models in an underserved population.

This randomized controlled trial compares outcomes of telephone versus in-person genetic counseling service models in underserved, bilingual patient populations referred for cancer genetic counseling. Between 2022 and 2023, a two-arm (telephone vs. in-person genetic counseling) prospective, randomized controlled study with 201 participants was conducted at two county hospital cancer genetics clinics. Primary outcomes included comparison of pre- and post-genetic counseling genetics knowledge (Multi-dimensional Model of Informed Choice, MMIC), genetic counseling visit satisfaction (Genetic Counseling Satisfaction Scale, GCSS), and genetic counseling visit completion rates. Secondary outcomes included comparison of genetic testing attitudes and informed choice (MMIC), genetic counseling-specific empowerment (Genomic Outcomes Scale, GOS), and genetic testing completion and cancellation/failure rates, using linear regression models (significance ≤0.05). There were no statistically significant differences between arms in pre/post-genetic counseling MMIC knowledge and attitude, GOS or GCSS scores or genetic counseling completion. While more participants in the telephone versus in-person arm made an informed choice about testing (52.5% v. 39.0%, p = 0.0552), test completion was lower (74% v. 100%, p < 0.05) for this group. Genetic counseling completion rates and MMICknowledge and attitude, GOS, and GCSS scores suggest telephone genetic counseling is comparable to in-person genetic counseling for underserved populations. Higher informed choice scores and significantly lower testing completion rates for telephone visits require further study.

Case Study of Voice Disconnection During Calls on the Hikari Denwa IP Telephone Service due to DHCP Conflicts

Case Study of Voice Disconnection During Calls on the Hikari Denwa IP Telephone Service due to DHCP Conflicts

Impact of Chatbots on Satisfaction and Loyalty in Lima's Telecom Sector

The migration towards digital environments has transformed the expectations of consumers, who now not only look for quality products and services, but also convenience, personalization and efficiency in each interaction with the brand. This change presents significant challenges for companies, as they need to constantly adapt to meet their needs and thus maintain loyalty in a highly competitive market. The pressure to offer added value and maintain customer preference is intensified by the ease with which consumers switch to competitors. which drives companies to innovate and adapt AI such as chatbots, which could be the answer to this challenge. The objective of this research work is to know if the use of chatbots positively influences the satisfaction and perceived loyalty of consumers of telephone services, since in this case the speed, quality of the service and the customer's need for understanding. They are critical and represent a greater challenge to differentiate. The methodology used for this research maintains a quantitative, correlational, non-experimental approach. The type of sampling was non-probabilistic, and the strategy was snowball. The instrument used was a questionnaire with a sample of around 130 consumers in the city of Metropolitan Lima in Peru. The findings suggest that chatbots are not only innovative tools, but also strategic ones for telephone companies seeking to improve customer satisfaction and loyalty. The implementation of appropriate chatbots can transform the customer experience, providing a more agile, personalized and effective service, thus seeing a close relationship between the dimensions of the chatbot with the satisfaction and loyalty perceived in consumers. In a world where these variables are key to business survival, chatbots represent an opportunity to create exceptional experiences. Uncover how cutting-edge AI chatbots are revolutionising customer satisfaction and loyalty in the competitive telephone service industry, offering transformative, personalised, and efficient interactions.

The IFPA youth group, the Adolescent Confidential Telephone Service and Sexual Health Activism in Ireland, c. 1984–90

The IFPA youth group, the Adolescent Confidential Telephone Service and Sexual Health Activism in Ireland, <i>c</i>. 1984–90

2222 Individual telephone calls to frail older adults improve outpatient clinic attendance rates

Abstract Introduction The multidisciplinary assessment clinic (MDAC) is an outpatient service for older people at a district general hospital. Patients are triaged to the MDAC clinic if they have geriatric syndrome (for example falls) plus comorbidity and/or mobility, social or cognitive concerns. The service had a high ‘did not attend’ (DNA) rate compared with other geriatric outpatient clinics. This project aimed to reduce MDAC DNA rates and improve cost effectiveness through implementation of a new pre-appointment telephone service. Method We analysed six months of attendance data prior to establishing the pre-appointment telephone service. The existing system consisted of a standardised trust appointment letter and a text message reminder. For the new system a healthcare assistant (HCA) telephoned patients the day before their appointment to confirm attendance and discuss any concerns. We analysed six months of attendance data following the implementation of the new system and compared DNA rates. Results Prior to implementation of the new pre-appointment telephone service, 29 of 268 patients DNA (11%). From the second data set, following implementation of the new telephone system, 11 of 253 patients DNA (4%). Successful contact was made with 72% of those phoned, allowing confirmation or cancelled appointments to be rebooked. Chi square analysis found a significant difference between the two systems, with a p value of &amp;lt;0.01 indicating an improvement in attendance rates with the new system. Conclusion Telephoning frail older patients prior to an outpatient clinic appointment significantly reduces DNA rates—a similar system could be implemented in other geriatric medicine outpatient settings.

Classification of mild cognitive impairment and normal cognition using an automated voice-based testing application

An easy-to-use tool that can detect cognitive decline in mild cognitive impairment (MCI) is required. In this study, we aimed to construct a machine learning model that discriminates between MCI and cognitively normal (CN) individuals using spoken answers to questions and speech features. Participants of ≥50 years of age were recruited from the Silver Human Resource Center. The Japanese Version of the Mini-Mental State Examination (MMSE-J) and Clinical Dementia Rating (CDR) were used to obtain clinical information. We developed a research application that presented neuropsychological tasks via automated voice guidance and collected the participants' spoken answers. The neuropsychological tasks included time orientation, sentence memory tasks (immediate and delayed recall), and digit span memory-updating tasks. Scores and speech features were obtained from spoken answers. Subsequently, a machine learning model was constructed to classify MCI and CN using various classifiers, combining the participants' age, gender, scores, and speech features. We obtained a model using Gaussian Naive Bayes, which classified typical MCI (CDR 0.5, MMSE ≤26) and typical CN (CDR 0 and MMSE ≥29) with an area under the curve (AUC) of 0.866 (accuracy 0.75, sensitivity 0.857, specificity 0.712). We built a machine learning model that can classify MCI and CN using spoken answers to neuropsychological questions. Easy-to-use MCI detection tools could be developed by incorporating this model into smartphone applications and telephone services.

REMOTE VEHICLE DIAGNOSTIC SYSTEM DEVELOPMENT BASED ON THE INTERNET OF THINGS TECHNOLOGY

Background. Advanced artificial intelligence and IoT gateways are working together in the automotive industry to predict potential vehicle problems by analysing sensor data and optimizing quality control processes. Manufacturers can detect anomalies, improve product reliability, and eliminate manufacturing defects or malfunctions in advance. Predictive analytics also lead to improved fuel efficiency, performance and overall vehicle reliability. Objective. The purpose of this work is to develop a model for remote diagnosis of vehicle faults using a Raspberry Pi model B microcomputer and a SIM7600G-H GSM module. Configure data modules, install the necessary software and configure it, demonstrate step-by-step actions, and perform diagnostics and testing of this module for data transmission. Methods. A prototype was created on the basis of Raspberry Pi 4. and provides monitoring of machine operation in remote mode using the SIM7600E-H LTE Cat-4 4G/3G module. The design has small dimensions, easy installation, requires only initial adjustment and has a wide range of improvements. Results. This prototype uses a diagnostic OBD-II car scanner ELM327 with Bluetooth connection support, a Raspberry PI 4 model B microcomputer with 8 GB of RAM, 4 USB connectors (2 ports type USB3 and 2 ports type USB2), a Gigabit Ethernet port, a USB-C power supply port, and two micro HDMI 4K display connectors. On top of the module there are 48 pins (contacts) with which you can connect modules of different types and directions. The SIM7600G-H communication module is connected to these pins. The last element of the prototype is the SIM card of one of the telephone service providers and the micro SD card, which will act as the main memory element on which the operating system will be written and data will be stored. Conclusions. The article proposes the development of a device model using Internet of Things technologies, which is capable of providing remote diagnosis of car malfunctions. This model is based on the use of the SIM7600G-H module, which provides data transmission through the mobile network. The developed model allows you to read data from various car sensors, as well as transfer this data to a remote device for further analysis. This makes it possible to quickly detect malfunctions and make timely decisions on their correction.

EHealth Literacy and the Use of NHS 111 Online Urgent Care Service in England: Cross-Sectional Survey.

Many health care systems have used digital technologies to support care delivery, a trend amplified by the COVID-19 pandemic. "Digital first" may exacerbate health inequalities due to variations in eHealth literacy. The relationship between eHealth literacy and web-based urgent care service use is unknown. This study aims to measure the association between eHealth literacy and the use of NHS (National Health Service) 111 online urgent care service. A cross-sectional sequential convenience sample survey was conducted with 2754 adults (October 2020-July 2021) from primary, urgent, or emergency care; third sector organizations; and the NHS 111 online website. The survey included the eHealth Literacy Questionnaire (eHLQ), questions about use, preferences for using NHS 111 online, and sociodemographic characteristics. Across almost all dimensions of the eHLQ, NHS 111 online users had higher mean digital literacy scores than nonusers (P<.001). Four eHLQ dimensions were significant predictors of use, and the most highly significant dimensions were eHLQ1 (using technology to process health information) and eHLQ3 (ability to actively engage with digital services), with odds ratios (ORs) of 1.86 (95% CI 1.46-2.38) and 1.51 (95% CI 1.22-1.88), respectively. Respondents reporting a long-term health condition had lower eHLQ scores. People younger than 25 years (OR 3.24, 95% CI 1.87-5.62) and those with formal qualifications (OR 0.74, 95% CI 0.55-0.99) were more likely to use NHS 111 online. Users and nonusers were likely to use NHS 111 online for a range of symptoms, including chest pain symptoms (n=1743, 70.4%) or for illness in children (n=1117, 79%). The users of NHS 111 online were more likely to have also used other health services, particularly the 111 telephone service (χ12=138.57; P<.001). These differences in eHealth literacy scores amplify perennial concerns about digital exclusion and access to care for those impacted by intersecting forms of disadvantage, including long-term illness. Although many appear willing to use NHS 111 online for a range of health scenarios, indicating broad acceptability, not all are able or likely to do this. Despite a policy ambition for NHS 111 online to substitute for other services, it appears to be used alongside other urgent care services and thus may not reduce demand.

Accuracy of telephone triage for predicting adverse outcomes in suspected COVID-19: an observational cohort study

ObjectiveTo assess accuracy of telephone triage in identifying need for emergency care among those with suspected COVID-19 infection and identify factors which affect triage accuracy.DesignObservational cohort study.SettingCommunity telephone triage provided...

The effect of telephone and short-message follow-ups on compliance and efficacy in asthmatic children treated with inhaled corticosteroid: A randomized controlled trial.

This study aims to evaluate the effect of telephone and short-message follow-ups on compliance and efficacy in asthmatic children treated with inhaled corticosteroids. A total of 120 children with moderate bronchial asthma who visited the Asthma Outpatient Department of the Affiliated Hospital of Qingdao University were enrolled in the study. They were divided randomly into 3 groups based on the type of follow-up given: a combined telephone and short-message service (Tel + SMS) group, a SMS group, and a control group. After being followed up for 12 weeks, each child's asthma control level was assessed and their lung function was measured. The compliance rates of children in the Tel + SMS group and SMS group were 86.49% and 56.25%, respectively. The total effective rates of these 2 groups (94.59% and 75.0%, respectively) were significantly higher than the rate of the control group (P < .01). The lung function indicators of the children in all 3 groups were better than those before treatment, although only the Tel + SMS group and SMS group improved significantly (P < .05). The lung function indicators of the large and small airways in the Tel + SMS group and the SMS group were also significantly better than those of the control group (P < .01). The results of the study suggest that 1 of the causes of poor compliance in asthmatic children is fear of an adverse reaction to inhaled corticosteroids. Telephone and short-message follow-ups can increase compliance with inhaled corticosteroid treatment and improve the asthma control levels and lung function of asthmatic children.

Correction: Characteristics and Risk of Adverse Mental Health Events Amongst Users of the National Overdose Response Service (NORS) Telephone Hotline

Correction: Characteristics and Risk of Adverse Mental Health Events Amongst Users of the National Overdose Response Service (NORS) Telephone Hotline

Evaluating the effectiveness of three communication modes in promoting repeat voluntary donation behavior in first-time blood donors at a tertiary care blood center in North India

Abstract: INTRODUCTION: Due to rapid technological advancements, several new methods such as telephone (TP), e-mail, social media, WhatsApp (WA), and Short Message Services are being used as effectively among blood centers worldwide for postdonation communication with blood donors’ education and motivation to recruit and retain them as repeat and regular voluntary nonremunerated blood donors. The present study was aimed at determining the effectiveness of WA, TP, and personal communications (PCs) as modes of communication to recruit and retain first-time replacement blood donors to become repeat and regular voluntary blood donors. MATERIALS AND METHODS: This 1-year observational prospective study was conducted in the Post Graduate Department of Immunohematology and Blood Transfusion in Government Medical College and Hospital, Jammu. Three hundred first-time blood donors selected for the study were divided into three groups comprising 100 blood donors each as per the mode of communication strategy adopted, namely postdonation PC, TP, and WA groups. RESULTS: The repeat donation rate was highest in the TP group (61%), followed by the WA group (47%) and PC group (37%). The mean repeat donation was found to be significant in the TP group (P = 0.007) and WA group (P = 0.021) as compared PC group while there was no significant difference between the TP group and WA groups (0.751). CONCLUSION: In our study, it was found that of the three communication modes, namely personal, TP, and WA, telephonic communication with a repeat donation rate of 61% was the most effective mode of communication in for motivating and converting first-time blood donors into repeat regular voluntary blood donors.

Characteristics and Risk of Adverse Mental Health Events Amongst Users of the National Overdose Response Service (NORS) Telephone Hotline

AbstractThe National Overdose Response Service (NORS) is a Canadian mobile or virtual overdose response hotline intended to prevent drug overdose deaths but has unexpectedly received mental health related calls, including adverse mental health events. Our study aimed to examine these occurrences and caller characteristics predictive of adverse mental health outcomes. Using the NORS call dataset, we conducted a descriptive representation of mental health occurrences and mental health emergencies along with correlative statistics. We found that NORS had received 2518 mental health calls, with 28 (1.1%) being adverse events. Men, rural callers, polyroute substance consumption and history of overdosing were found to have increased odds of having an adverse mental health event, while being from Quebec, using non-standard consumption routes and using the line between 50 and 99 times were found to decrease odds. This supports the utility of overdose prevention hotlines to also support people experiencing adverse mental health situations and reduce harm for individuals with mental health and/or substance use disorders.

Enhancing healthcare access and malaria management via mobile clinics and phone call services in Nuh district of Haryana, India.

Malaria remains a complex challenge in India due to its diverse epidemiology, multi-ethnic population, and multiplicity of malaria vectors. While progress has been made in reducing malaria nationally, persistent pockets hinder elimination efforts. These challenges include hidden reservoirs, inadequate healthcare, suboptimal surveillance, non-compliance, and subclinical infections. Shortage of grassroot level and primary care health staff, transportation issues and general inaccessibility and unavailability of healthcare services are additional challenges. Mobile healthcare vans have been tried and found useful in enhancing healthcare availability in several health conditions in different settings. Nuh district in Haryana, India is a malaria endemic region; it is indeed one of the districts included by India's NITI Aayog in the Aspirational Districts Programme, a government initiative that focuses on rapidly transforming and developing the most underdeveloped districts in country. With an aim to improve the healthcare seeking behavior of malaria-endemic community of selected villages of Nuh district, we carried out a study using interventions in two villages of the district, that had mobile malaria clinics and toll-free telephone services in enhancing healthcare access. We found that Sangel village had higher literacy rates (60.6%) as compared to 39.4% in Naushera. Similarly, the unemployment rate was higher for Naushera. It the mobile malaria clinic was deployed from December 2019 to July 2020 and a total of 269 phone calls were received from both the villages. A similar number of rapid tests and microscopy smears were examined and all were negative for malaria. The febrile patients were referred to the nearest healthcare facility. The study shows that the community is open to using these healthcare interventions. These initiatives of mobile malaria clinics and toll-free telephone services can bridge healthcare gaps, especially in malaria-endemic regions, aligning with India's malaria elimination and equitable healthcare access goals.

Understanding patient and family utilisation of community-based palliative care services out-of-hours: Additional analysis of systematic review evidence using narrative synthesis.

Community-based out-of-hours services are an integral component of end-of-life care. However, there is little understanding of how patients and families utilise these services. This additional analysis of a systematic review aims to understand and identify patterns of out-of-hours service use and produce recommendations for future service design. Data on service use was extracted and secondary analysis undertaken, from a systematic review of models of community out-of-hours services. Narrative synthesis was completed, addressing four specific aspects of service use: 1.Times when patients/families/healthcare professionals need to contact out-of-hours services; 2. Who contacts out-of-hours services; 3. Whether a telephone call, centre visit or home visit is provided; 4. Who responds to out-of-hours calls. Community-based out-of-hours palliative care services were most often accessed between 5pm and midnight, especially on weekdays (with reports of 69% of all calls being made out-of-hours). Family members and carers were the most frequent callers to of the services (making between 60% and 80% of all calls). The type of contact (telephone, centre visit or home visit) varied based on what was offered and on patient need. Over half of services were led by a single discipline (nurse). Out-of-hours services are highly used up to midnight, and particularly by patients' family and carers. Recommendations to commissioners and service providers are to: • Increase provision of out-of-hours services between 5pm and midnight to reflect the increased use at these times. • Ensure that family and carers are provided with clear contact details for out-of-hours support. • Ensure patient records can be easily accessed by health professionals responding to calls, making the triage process easier. • Listen to patients, family and carers in the design of out-of-hours services, including telephone services. • Collect data systematically on out-of-hours-service use and on outcomes for patients who use the service.

1725 From care home to the emergency department; a snapshot of frailty admissions

Abstract Background Care home residents form a large number of admissions to the Emergency Department (ED). Over an 8-month period, care home admissions to ED were reviewed, examining the nature of admissions to inform how to improve current pathways. Method Patients with a frailty score ≥6 (N=180), admitted from 34 care homes to Chelsea and Westminster Hospital ED over 6 months were included. Data was collected from medical and London Ambulance Service (LAS) records. Data collected included; Presenting Complaint (PC), LAS attendance times, prior discussion with a Health Care Professional (HCP), Length of Stay (LOS). Results LAS attendances during normal working hours (9am-5pm Monday- Friday) formed 34% (N=61) of admissions with only 43% (N=26) being discussed with an HCP prior to attendance. Of these, 30% (N=18) were discharged &amp;lt;24hrs and up to 39% (N=7) of these may not have required emergency admission. For all admissions, ‘fall’ was the most common PC, 33% (N=59) followed by ‘respiratory issue’ 21% (N=38). Overall, 24% (N=47) of total admissions were discharged &amp;lt;24hrs but total care home admissions accounted for a total of 454 bed stay days. Factors impacting discharge included COVID status, requiring care home re-assessment prior to discharge and no longer having a bed available. Conclusion This data demonstrates that there is an opportunity to improve care home support and admission pathways. Discussing patients with an HCP prior to contacting LAS may reduce requirement for ED attendance alongside access to rapid response community teams. Expanding an HCP accessible service out of hours (OOH) could facilitate this and implementing a frailty telephone service may also support with this initiative. Collaboration with care homes and community partners will form the next steps in this quality improvement work.

Butterfly-themed collectible African phonecards

PurposePhonecards were largely used in African countries for telephone services. They have been collected by people around the world as a hobby. Images from several themes were printed in phonecards, including insects (beetles, butterflies, dragonflies, etc.). We hypothesized that the display of butterfly images in phonecards aimed to arise issues associated with butterfly endangerment and conservation status by protecting their natural habitat and/or butterfly beautifulness, and that they present “extinct” or “threatened” conservation status classification. The purpose of this study is to describe how butterfly images were used in African phonecards; to identify the butterfly species name through their images and information available in all African phonecards; and to record the most recent known geographical distribution and conservation status of butterflies.Design/methodology/approachColnect database was assessed to identify all butterfly-themed African phonecards. International Union for Conservation of Nature database was also assessed to obtain information on the most recent known geographical distribution and conservation status of butterflies.FindingsThe species name of butterflies was identified from 6 out of 18 African phonecards. The most recent known geographical distribution of butterflies was wide across Africa and conservation status of most genera is classified as “least concern”.Originality/valueThe display of butterfly images in African phonecards is mostly associated with their beautifulness and least related with butterfly conservation, protection and endangerment status.

Self-help support: The Alzheimer's telephone from the user's perspective.

Telephone counseling is an important form of support for informal carers of persons with dementia. The quality and benefit of this kind of service have rarely been evaluated in Germany. We developed a survey to assess the quality of telephone counseling. We conducted an online survey among 201 users of the telephone hotline "Alzheimer-Telefon" (Alzheimer's telephone service) provided by the German Alzheimer's Association after the consultation. The aim of the study was to determine whether this form of telephone support meets certain quality criteria and the callers' needs. Of the 201 participants, 80% were female. The mean age of the callers was 51 years. 74% of cases were one-off consultations; 26% of the callers sought advice twice or more often. The most common reasons for calling included behavioral changes (45%) and finding a nursing home (41%). Other family members were significantly (p=0.036) more likely to seek local respite options. Based on the 201 online questionnaires evaluated, most callers were highly satisfied with the counseling services provided by the Alzheimer's telephone service. Those seeking advice were particularly satisfied with the appreciative and empathetic communication style of the advisors and their professional competence. This also applies to the accessibility of the telephone. More than three quarters were fully satisfied with the information they received. Almost half of the callers were sure that the advice would help to solve their issue. 14% of people seeking advice were uncertain about how to implement the suggested solutions.A further survey would be worthwhile to determine to what extent the topics of the consultation can be implemented. The feedback from relatives who use the Alzheimer's telephone repeatedly could be used for this purpose - the repetition rate is currently 25% and the trend is rising. Results could be interesting for successful counseling and for the development of further support services. The telephone hotline is a useful component of dementia care in Germany and an important contribution to the National Dementia Strategy.