Callers' ability to understand advice received from a telephone health-line service: comparison of self-reported and registered data

OBJECTIVE: To validate users' perception of nurses' recommendations to look for another health resource among clients seeking teleadvice. To analyze the effects of different users' and call characteristics on the incorrectness of the self-report. DATA SOURCES/STUDY SETTING: This study is a secondary analysis of data obtained from 4,696 randomly selected participants in a survey conducted in 1997 among users of Info-Santé CLSC, a no-charge telenursing health-line service (THLS) available all over the province of Québec. STUDY DESIGN/DATA COLLECTION: Self-reported advice from follow-up survey phone interviews, conducted within 48 to 120 hours after the participant's call were compared to the data consigned by the nurse in the computerized call record. Covariables concerned characteristics of callers, context of the calls, and satisfaction about the nurses' intervention. Association between these variables and inaccurate reports was identified using multinomial logistic regression analyses. PRINCIPAL FINDINGS: Advice to consult were recorded by the nurse in 42 percent of cases, whereas 39 percent of callers stated they had received one. Overall disagreement between the two sources is 27 percent (12 percent by false positive and 15 percent by false negative) and kappa is 0.45. Characteristics such as living alone (adjusted OR = 2.5), calls relating to psychological problems (OR = 2.8), perceived seriousness (OR = approximately 2.6), as well as others, were associated with inaccurate reports. CONCLUSIONS: Telephone health-line providers should be aware that many callers appear to interpret advice to seek additional health care differently than intended. Our findings suggest the need for continuing quality control interventions to reduce miscommunication, insure better understanding of advice by callers, and contribute to more effective service.     

Output power levels from mobile phones in different geographical areas; implications for exposure assessment

Background: The power level used by the mobile phone is one of the most important factors determining the intensity of the radiofrequency exposure during a call. Mobile phone calls made in areas where base stations are densely situated (normally urban areas) should theoretically on average use lower output power levels than mobile phone calls made in areas with larger distances between base stations (rural areas).     

An analysis of telephone calls to an inner-city accident and emergency department.

The general public in the UK often telephone accident and emergency (A&E) departments for medical advice. Such calls are usually dealt with by nursing staff in an informal manner (often with no written record of the call being made). The specific questions addressed in this study are who was calling for advice, when did they call, what were their presenting complaints, and what was the outcome of the call? In addition, the study provided an opportunity to test the implementation of a new system of record-keeping for telephone consultation. A telephone consultation record (TCR) was developed and used to record details of each call made to the A&E department for medical/health advice. An analysis of 597 consecutive documented calls is presented in this paper. The majority of calls were dealt with by 'E' grade nursing staff (42.7%); only four calls (0.7%) were recorded by medical staff. Two hundred and six (43.5%) calls related to patients aged up to 15 years. In 57% of the cases the call was made by a third party. In all, 149 different presenting complaints were recorded on the TCRs. The three most common presenting complaints were dental problems (7.4%), fever (4.3%), and concerns about drug reactions (23%). Seventy-three per cent of callers were advised that a visit to the A&E department was not immediately necessary. The study identifies several important issues for development of a more formal and effective system of telephone advice. The majority of calls made to the A&E department appeared to be of a primary care nature but the extent to which nurses are trained to assess and advise on these problems needs to be questioned. A reluctance to document the calls to A&E was identified, one reason being a concern about accountability. Training and support are clearly required.     

Satisfaction with telephone advice from an accident and emergency department: identifying areas for service improvement.

OBJECTIVES: Members of the public often telephone general practice, accident and emergency departments, and other health services for advice. However, satisfaction related to telephone consultation has received relatively little attention. This study aimed to describe the views of callers to an accident and emergency department who expressed any element of dissatisfaction about their telephone consultation. This was part of a larger study intended to help identify areas for service improvement. METHODS: A telephone consultation record form was used to document details of advice calls made to the accident and emergency department over a three month period. Callers who provided a telephone number were followed up within 72 hours. The interviews were tape recorded, transcribed, and explored using content analysis for emerging themes related to dissatisfaction. RESULTS: 203 callers were contacted within 72 hours of their call, of which 197 (97%) agreed to participate. 11 (5.6%) expressed global dissatisfaction, and a further 34 (17%) callers expressed at least one element of dissatisfaction at some point during the interview. Sources of dissatisfaction fell into four broad categories, each of which included more specific aspects of dissatisfaction: 36 (80%) callers were dissatisfied with advice issues, 31 (69%) with process aspects, such as the interpersonal skills of the staff member who took the call, 23 (51%) due to lack of acknowledgement of physical or emotional needs, and 11 (24%) due to access problems. CONCLUSIONS: This study supports the findings of other work and identifies three issues for particular consideration in improving the practice of telephone consultation: (a) training of health professionals at both undergraduate and specialist levels should cover telephone communication skills, (b) specific attention needs to be given to ensuring that the information and advice given over the phone is reliable and consistent, and (c) organisational change is required, including the introduction of departmental policies for telephone advice which should become the subject of regular audit.     

Communicating textual health information to the mobile phones of visually-impaired users

We investigated how short messages communicating health information would best be distributed to people with vision difficulties using mobile phones. Twelve visually-impaired persons who were unable to read short message service (SMS) messages directly compared three methods of presenting text messages as speech: (1) ordinary SMS messages were sent to the users and converted into speech by the mobile phone; (2) multimedia messages were sent to the users with prerecorded speech-synthesized information; and (3) mobile phone calls were placed to the users and prerecorded speech-synthesized messages were streamed to them. The latter two approaches used server-generated sound files. Over a three-month trial period, we sent a total of 88 SMS messages to the subjects, 111 multimedia messaging service (MMS) messages and 104 telephone calls. All of the SMS messages, 88% of the MMS messages and 69% of the telephone calls were received. In subsequent interviews, we asked the users which presentation method they preferred. SMS scored significantly better than both MMS (P = 0.033) and telephones (P = 0.006). All three methods had serious drawbacks. However, the study suggests that it might be possible to develop suitable technology for communicating with people with vision difficulties by mobile phone.     

Off-the-cuff cellular phone consultations in a family practice

In Israel the public tends to make use of informal medicine alongside organized health services, and cellular phones now allow contact with physicians at almost any time or place. For three months in 1999 a family physician documented all consultations on medical subjects conducted by cellular phone, the phone being available 24 hours a day. There were 94 cellular phone medical consultations, of mean duration 5.8 min (range 2-18). Only 11 took place over the weekend, and 63 took place while the clinic was open. The most common reasons for consultation were advice on treatment (29%) and a second opinion (28%). In 48 cases the consultation was for a close relative rather than the caller. In 42 cases the request for consultation came while the physician was busy with other patients. The results of this small personal study confirm that the practice of informal consultations now extends to the cellular phone. Technologies of this sort demand new rules of conduct, if we are to avoid the various hazards of off-the-cuff medicine.     

New methodology for using incognito standardised patients for telephone consultation in primary care

Context  Many countries now use call centres as an integral part of out-of-hours primary care. Although some research has been carried out on safety issues pertaining to telephone consultations, there has been no published research on how to train and use standardised patients calling for medical advice or on the accuracy of their role-play.
Objectives  This study aimed to assess the feasibility and validity of using telephone incognito standardised patients (TISPs), the accuracy of their role-play and the rate of detection. Further objectives included exploring the experiences of TISPs and the difficulties encountered in self-recording calls.
Methods  Twelve TISPs were trained in role-play by presenting their problem to a general practitioner and a nurse. They were also trained in self-recording calls. Calls were made to 17 different out-of-hours centres (OOHCs) from home. Of the four or five calls made per evening, one call was assessed for accuracy of role play. Retrospectively, the OOHCs were asked whether they had detected any calls made by a TISP. The TISPs filled in a questionnaire concerning their training, the self-recording technique and their personal experiences.
Results  The TISPs made 375 calls over 84 evenings. The accuracy of role-play was close to 100%. A TISP was called back the same evening for additional information in 11 cases. Self-recording caused extra tension for some TISPs. All fictitious calls remained undetected.
Conclusions  Using the method described, TISPs can be valuable both for training and assessment of performance in telephone consultation carried out by doctors, trainees and other personnel involved in medical services.     

The feasibility of using mobile-phone based SMS reminders and conditional cash transfers to improve timely immunization in rural Kenya

Background

Demand-side strategies could contribute to achieving high and timely vaccine coverage in rural Africa, but require platforms to deliver either messages or conditional cash transfers (CCTs). We studied the feasibility of using short message services (SMS) reminders and mobile phone-based conditional cash transfers (CCTs) to reach parents in rural Western Kenya.

Methods

In a Health and Demographic Surveillance System (HDSS), mothers with children aged 0–3 weeks old were approached to determine who had access to a mobile phone. SMS reminders were sent three days prior to and on the scheduled day of immunization for 1st (age 6 weeks) and 2nd doses (age 10 weeks) of DTP-HepB-Hib (Pentavalent) vaccine, using open-source Rapid SMS software. Approximately $2.00 USD was sent as cash using mPESA, a mobile money transfer platform (2/3 of mothers), or airtime (1/3 of mothers) via phone if the child was vaccinated within 4 weeks of the scheduled date. Follow-up surveys were done when children reached 14 weeks of age.

Results

We approached 77 mothers; 72 were enrolled into the study (26% owned a phone and 74% used someone else's). Of the 63 children with known vaccination status at 14 weeks of age, 57 (90%) received pentavalent1 and 54 (86%) received pentavalent2 within 4 weeks of their scheduled date. Of the 61 mothers with follow-up surveys administered at 14 weeks of age, 55 (90%) reported having received SMS reminders. Of the 54 women who reported having received SMS reminders and answered the CCT questions on the survey, 45 (83%) reported receiving their CCT. Most (89%) of mothers in the mPESA group obtained their cash within 3 days of being sent their credit via mobile phone. All mothers stated they preferred CCTs as cash via mobile phone rather than airtime. Of the 9 participants who did not vaccinate their children at the designated clinic 2(22%) cited refusals by husbands to participate in the study.

Conclusion

The data show that in rural Western Kenya mobile phone-based strategies are a potentially useful platform to deliver reminders and cash transfers. Follow-up studies are needed that provide evidence for the effectiveness of these strategies in improving vaccine coverage and timeliness.     

农村流入人口医疗卫生服务利用现状及影响因素分析

目的 通过分析农村流入人口医疗卫生服务利用的现状,探究影响其医疗卫生服务利用的因素,为改进农村流动人口医疗卫生服务提出建议。 方法 筛选2017年全国流动人口卫生计生动态监测调查数据中流入农村的流动人口39 578例,分析农村流入人口医疗卫生服务利用的现状,并利用多因素logistic回归分析影响农村流入人口医疗卫生服务利用的因素。 结果 18 922例最近一年有患病或身体不适的流入农村人口中,10 705例曾就诊,就诊率为56.6%;首诊机构为本地社区卫生站和本地个体诊所的分别占24.5%和18.8%;听说过国家基本公共卫生服务项目（OR = 1.127,95%CI:1.055～1.204）、已建立健康档案（OR = 1.240,95%CI:1.148～1.340）、接受过健康教育（OR = 1.224,95%CI:1.146～1.308）、有医保（OR = 1.128,95%CI:1.003～1.268）的农村流入人口医疗卫生服务利用率高;而有工作的（OR = 0.803,95%CI:0.733～0.880）、随家属迁移的（OR = 0.851,95%CI:0.729～0.994）、自评健康状况健康（OR = 0.514,95%CI:0.444～0.595）的农村流入人口卫生服务利用率较低。 结论 流入农村人口医疗卫生服务利用情况较差;患病后首诊机构多为本地社区卫生站和本地个体诊所;流动原因、就业状况、自评健康状况、健康档案建立情况、健康教育接受情况、是否听说过国家基本公共卫生服务项目以及是否有医保均会影响农村流入人口利用医疗卫生服务。     

Assessment of radiofrequency exposure from cellular telephone daily use in an epidemiological study: German Validation study of the international case-control study of cancers of the brain--INTERPHONE-Study

OBJECTIVE: The objective of the study is to validate self-reported cellular phone use information by comparing it with the cumulative emitted power and duration of calls measured by software-modified cellular phones (SMP). The information was obtained using a questionnaire developed for the international case-control study on the risk of the use of mobile phones in tumours of the brain or salivary gland (INTERPHONE-study). METHOD: The study was conducted in Bielefeld, Germany. Volunteers were asked to use SMPs instead of their own cellular phones for a period of 1 month. The SMP recorded the power emitted by the mobile phone handset during each base station contact. Information on cellular phone use for the same time period from traffic records of the network providers and from face-to-face interviews with the participants 3 months after the SMP use was assessed. Pearson's correlation coefficients and linear regression models were used to analyse the association between information from the interview and from the SMP. RESULTS: In total, 1757 personal mobile phone calls were recorded for 45 persons by SMP and traffic records. The correlation between the self-reported information about the number and the duration of calls with the cumulative power of calls was 0.50 (P<0.01) and 0.48 (P<0.01), respectively. Almost 23% of the variance of the cumulative power was explained by either the number or the cumulative duration of calls. After inclusion of possible confounding factors in the regression model, the variance increased to 26%. Minor confounding factors were "network provider", "contract form", and "cellular phone model". DISCUSSION: The number of calls alone is a sufficient parameter to estimate the cumulative power emitted by the handset of a cellular telephone. The cumulative power emitted by these phones is only associated with number of calls but not with possible confounding factors. Using the mobile phone while driving, mainly in cities, or mainly in rural areas is not associated with the recorded cumulative power in the SMP.     

Symptoms of ill health ascribed to electromagnetic field exposure--a questionnaire survey

From June 2001, health questionnaires were distributed to people who complained about symptoms of ill health which they ascribed to exposure to electromagnetic fields (EMF). The objective of the survey was to gain a better knowledge of the anxieties of complainants, to obtain hints of possible problems and of actions that should be taken to solve the problems. The survey was not designed to establish a causal association between exposure to EMF and symptoms of ill health. Within one year, 429 questionnaires were returned of which 394 persons reported symptoms. The average age of the complainants was 51.0 years and 57 percent were female. The complainants were older, had a higher educational level and were more likely to be married compared to the general Swiss population. A mean of 2.7 different symptoms were reported. Sleep disorders (58%), headaches (41%), nervousness or distress (19%), fatigue (18%), and concentration difficulties (16%) were most common complaints. Complainants related their symptoms most frequently to exposure to mobile phone base stations (74%), followed by mobile phones (36%), cordless phones (29%) and power lines (27%). No distinct symptoms related to a specific field source could be identified. Eighty-five percent of the people who consulted a public authority because of their symptoms were unsatisfied with the response, whereas consultation of self-help groups or building ecologists usually fulfilled expectations. Two thirds of complainants had taken some action to reduce their symptoms. The most common measure was to avoid exposure if possible. Removing or disconnecting indoor sources was judged to be the most effective action.     

Recommendations for appeal to another resource in a health case brought by nurses in the Info-Health Service CLSC: convergence between utilization declarations and informants' data

OBJECTIVES: To examine the perception of telephone advice-line users as to whether or not a formal recommendation had been made to seek another consultation and to compare users' perception to what the nurse documented. To analyze the effects of different users' and call characteristics on the incorrectness of the self-report. DATA SOURCES/STUDY SETTING: This study is a secondary analysis of data obtained from 4,696 randomly selected participants in a survey conducted among users of Info-Santé CLSC, a free-of-charge telenursing health-line service (THLS) available throughout the province of Quebec. STUDY DESIGN/DATA COLLECTION: Self-reported advice from follow-up survey phone interviews, conducted within 48-120 hours after the participant's call, were compared to the data consigned by the nurse in the computerized call-record. Covariables concerned characteristics of callers, context of the call, and satisfaction with the nurses' intervention. Association between these variables and inaccurate reports was identified using multinomial logistic regression analyses. PRINCIPAL FINDINGS: Advice to consult another health resource was recorded by the nurse in 42% of cases, whereas 39% of callers stated they had received such a recommendation. Overall disagreement between the two sources is 27% (12% by false positive and 15% by false negative) and kappa is 0.45. Characteristics such as living alone (adjusted OR = 2.5), calls relating to psychological problems (OR = 2.8), perceived seriousness (OR = -2.6) as well as others, were associated with inaccurate reports. CONCLUSIONS: Telephone health-line providers should be aware that many callers appear to interpret advice to seek additional health care differently than intended. Our findings suggest the need for continuing quality control interventions to reduce miscommunication, ensure better understanding of advice by callers, and contribute to more effective service.     

Establishment and evaluation of a statewide drug and alcohol specialist advisory service

Abstract: The New South Wales Drug and Alcohol Specialist Advisory Service aims to provide prompt, relevant and reliable advice on the clinical management of drug- and alcohol-related problems to health professionals throughout New South Wales. We gauged the performance of the Service against preset indicators by interviewing 120 callers who had contacted the Service during its first two years. Accessibility and the quality of information provided were rated highly. Of the 120 respondents, 105 (90 per cent) rated the speed of response to their calls as very good or excellent, and 109 (91 per cent) considered the advice given to be very relevant to their needs. Nearly all (97 per cent) indicated their intention to reuse the Service, and 78 (65 per cent) nominated it as their preferred source of clinical advice on drug and alcohol problems. The Service has established itself as an accessible and reliable source of advice on the management of drug and alcohol problems, especially for rural health professionals. This model of a telephone-based consultancy could have application in other medical specialities.     

A Program to Improve Access to Health Care Among Mexican Immigrants in Rural Colorado

CONTEXT: Migration to the United States from Mexico is increasing every year. Mexican immigrants tend to be poor, uninsured, monolingual Spanish speakers without adequate access to appropriate medical care. As a further barrier, many are also undocumented. PURPOSE: This article describes a program developed to improve access to health care among Mexican immigrants in northern Colorado. METHODS: The program was implemented by a migrant/community health center in rural northern Colorado based on findings from an in-depth health needs survey of the target population. The program consists of community outreach services vertically integrated into the main medical clinics, which comprise Salud Family Health Centers. A mobile unit went to nontraditional areas identified by community workers as gathering places for Mexican immigrants. Services provided included preventive health care (screening for diabetes, hypertension, mental health problems, dental problems, and HIV); education; and primary care for acute problems. Patients were referred to a health care home for ongoing care. RESULTS: In the first 6 months, 1,553 Mexican immigrants were seen on the mobile unit. Hypertension and psychosocial problems were the most common problems in this population. Thirty-five percent of patients who received consultation in the mobile unit have visited any of the clinics for follow-up within the following year. CONCLUSIONS: A community-based mobile outreach program targeted toward Mexican immigrants can be effective in uncovering medical and mental illness and in directing patients to a health care home. This is an important first step in eliminating health disparities among this population.     

医学生手机使用与童年期虐待经历及睡眠质量关联

目的 探讨手机使用在不同类型童年期虐待经历与医学生睡眠质量关联中的中介效应及性别差异,为促进医学生睡眠质量提供参考.方法 采用纵向研究设计,于2019年11-12月选取安徽省2所医学院校大一至大二年级在校生作为基线研究对象,并于2020年5-6月收集随访资料,共6879名学生纳入研究.通过Mann-Whitney U检...     

Cellular phones: are they detrimental?

The issue of possible health effects of cellular phones is very much alive in the public's mind where the rapid increase in the number of the users of cell phones in the last decade has increased the exposure of people to the electromagnetic fields (EMFs). Health consequences of long term use of mobile phones are not known in detail but available data indicates the development of non specific annoying symptoms on acute exposure to mobile phone radiations. In an attempt to determine the prevalence of such cell phones associated health manifestations and the factors affecting their occurrence, a cross sectional study was conducted in five randomly selected faculties of Alexandria University. Where, 300 individuals including teaching staff, students and literate employee were equally allocated and randomly selected among the five faculties. Data about mobile phone's users and their medical history, their pattern of mobile usage and the possible deleterious health manifestations associated with cellular phone use was collected. The results revealed 68% prevalence of mobile phone usage, nearly three quarters of them (72.5%) were complainers of the health manifestations. They suffered from headache (43%), earache (38.3%), sense of fatigue (31.6%), sleep disturbance (29.5%), concentration difficulty (28.5%) and face burning sensation (19.2%). Both univariate and multivariate analysis were consistent in their findings. Symptomatic users were found to have significantly higher frequency of calls/day, longer call duration and longer total duration of mobile phone usage/day than non symptomatic users. For headache both call duration and frequency of calls/day were the significant predicting factors for its occurrence (chi2 = 18.208, p = 0.0001). For earache, in addition to call duration, the longer period of owning the mobile phone were significant predictors (chi2 = 16.996, p = 0.0002). Sense of fatigue was significantly affected by both call duration and age of the user (chi2 = 24.214, p = 0.0000), while burning sensation was only affected by frequency of calls/day (chi2 = 5.360, p = 0.020). According to the 95% confidence interval of frequency and duration of calls, the study recommended not to increase the call duration more than four minutes and limit their frequency to less than seven calls/day with total duration of exposure less than 22 min./day.     

大学生感觉寻求领悟社会支持与手机成瘾的关系

探究大学生感觉寻求、领悟社会支持与手机成瘾的关系以及领悟社会支持在感觉寻求与手机成瘾间的调节作用,为有效控制大学生手机成瘾行为提供参考.方法 方便抽取黑龙江省4所大学974名大学生作为被试,使用“感觉寻求量表”“领悟社会支持量表”和“大学生手机成瘾倾向量表”进行测评.结果 大学生手机成瘾者有188名,检出率为19.30%;不同年级大学生手机成瘾倾向得分差异有统计学意义(F=8.661,P<0.01),大三学生的手机成瘾得分高于大一、大二学生,大四学生的手机成瘾倾向得分高于大一学生(P值均<0.05).感觉寻求与手机成瘾倾向呈正相关(r=0.443,P<0.05),领悟社会支持与感觉寻求、手机成瘾呈负相关(r值分别为-0.213,-0.248,P值均<0.05).领悟社会支持在感觉寻求预测手机成瘾间起调节作用(AR2=0.117,β=-0.105,￡=7.840,P<0.01).结论 大学生感觉寻求和手机成瘾的关系受领悟社会支持的调节,领悟社会支持水平越高,感觉寻求诱发大学生手机成瘾的程度越低.