Forskning
Udskriv Udskriv
Switch language
Region Hovedstaden - en del af Københavns Universitetshospital
Udgivet

Satisfaction of 30 402 callers to a medical helpline of the Emergency Medical Services Copenhagen: a retrospective cohort study

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Harvard

APA

CBE

MLA

Vancouver

Author

Zinger, Nienke Doreen ; Blomberg, Stig Nikolaj ; Lippert, Freddy ; Collatz Christensen, Helle. / Satisfaction of 30 402 callers to a medical helpline of the Emergency Medical Services Copenhagen : a retrospective cohort study. I: BMJ Open. 2019 ; Bind 9, Nr. 10. s. e029801.

Bibtex

@article{7816c52654294b33a4897c8587c24b13,
title = "Satisfaction of 30 402 callers to a medical helpline of the Emergency Medical Services Copenhagen: a retrospective cohort study",
abstract = "OBJECTIVES: To keep healthcare systems sustainable for future demands, many countries are developing a centralised telephone line for out-of-hours primary care services. To increase the quality of such services, more information is needed on factors that influence caller satisfaction. The aim of this study was to identify demographic and call-related characteristics that are associated with the patient satisfaction of callers to a medical helpline in Denmark.DESIGN: Retrospective cohort study on patient registry data and questionnaire results.SETTING: Non-emergency medical helpline in the Capital Region of Denmark.PARTICIPANTS: A random sample of 30 402 callers to the medical helpline between May 2016 and May 2018.PRIMARY AND SECONDARY OUTCOME MEASURES: Responses of a satisfaction questionnaire were linked to demographic and call-related dispatch data. Associations between the characteristics were analysed with multivariable logistic regression analysis with satisfaction as the dependent variable. A subgroup analysis was performed on callers for children aged between 0 and 4 years.RESULTS: Of the 30 402 analysed callers, 73.0{\%} were satisfied with the medical helpline. Satisfaction was associated with calling for a somatic injury (OR: 1.96, 95{\%} CI: 1.72 to 2.23), receiving a face-to-face consultation (OR: 2.27, 95{\%} CI: 2.04 to 2.50) and a waiting time less than 10 min (OR: 1.82, 95{\%} CI: 1.56 to 2.08). Callers for a 0-year to 4-year-old patient were more likely to be satisfied when they called for a somatic illness or received a telephone consultation, compared with the rest of the population (p<0.0001).CONCLUSION: Callers were in general satisfied with the medical helpline. Satisfaction was associated with reason for encounter, triage response and waiting time. People calling for 0-year to 4-year-old patients were, compared with the rest of the population, more frequently satisfied when they called for a somatic illness or received a telephone consultation.",
author = "Zinger, {Nienke Doreen} and Blomberg, {Stig Nikolaj} and Freddy Lippert and {Collatz Christensen}, Helle",
note = "{\circledC} Author(s) (or their employer(s)) 2019. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ.",
year = "2019",
month = "10",
day = "8",
doi = "10.1136/bmjopen-2019-029801",
language = "English",
volume = "9",
pages = "e029801",
journal = "BMJ Paediatrics Open",
issn = "2044-6055",
publisher = "BMJ Publishing Group",
number = "10",

}

RIS

TY - JOUR

T1 - Satisfaction of 30 402 callers to a medical helpline of the Emergency Medical Services Copenhagen

T2 - a retrospective cohort study

AU - Zinger, Nienke Doreen

AU - Blomberg, Stig Nikolaj

AU - Lippert, Freddy

AU - Collatz Christensen, Helle

N1 - © Author(s) (or their employer(s)) 2019. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ.

PY - 2019/10/8

Y1 - 2019/10/8

N2 - OBJECTIVES: To keep healthcare systems sustainable for future demands, many countries are developing a centralised telephone line for out-of-hours primary care services. To increase the quality of such services, more information is needed on factors that influence caller satisfaction. The aim of this study was to identify demographic and call-related characteristics that are associated with the patient satisfaction of callers to a medical helpline in Denmark.DESIGN: Retrospective cohort study on patient registry data and questionnaire results.SETTING: Non-emergency medical helpline in the Capital Region of Denmark.PARTICIPANTS: A random sample of 30 402 callers to the medical helpline between May 2016 and May 2018.PRIMARY AND SECONDARY OUTCOME MEASURES: Responses of a satisfaction questionnaire were linked to demographic and call-related dispatch data. Associations between the characteristics were analysed with multivariable logistic regression analysis with satisfaction as the dependent variable. A subgroup analysis was performed on callers for children aged between 0 and 4 years.RESULTS: Of the 30 402 analysed callers, 73.0% were satisfied with the medical helpline. Satisfaction was associated with calling for a somatic injury (OR: 1.96, 95% CI: 1.72 to 2.23), receiving a face-to-face consultation (OR: 2.27, 95% CI: 2.04 to 2.50) and a waiting time less than 10 min (OR: 1.82, 95% CI: 1.56 to 2.08). Callers for a 0-year to 4-year-old patient were more likely to be satisfied when they called for a somatic illness or received a telephone consultation, compared with the rest of the population (p<0.0001).CONCLUSION: Callers were in general satisfied with the medical helpline. Satisfaction was associated with reason for encounter, triage response and waiting time. People calling for 0-year to 4-year-old patients were, compared with the rest of the population, more frequently satisfied when they called for a somatic illness or received a telephone consultation.

AB - OBJECTIVES: To keep healthcare systems sustainable for future demands, many countries are developing a centralised telephone line for out-of-hours primary care services. To increase the quality of such services, more information is needed on factors that influence caller satisfaction. The aim of this study was to identify demographic and call-related characteristics that are associated with the patient satisfaction of callers to a medical helpline in Denmark.DESIGN: Retrospective cohort study on patient registry data and questionnaire results.SETTING: Non-emergency medical helpline in the Capital Region of Denmark.PARTICIPANTS: A random sample of 30 402 callers to the medical helpline between May 2016 and May 2018.PRIMARY AND SECONDARY OUTCOME MEASURES: Responses of a satisfaction questionnaire were linked to demographic and call-related dispatch data. Associations between the characteristics were analysed with multivariable logistic regression analysis with satisfaction as the dependent variable. A subgroup analysis was performed on callers for children aged between 0 and 4 years.RESULTS: Of the 30 402 analysed callers, 73.0% were satisfied with the medical helpline. Satisfaction was associated with calling for a somatic injury (OR: 1.96, 95% CI: 1.72 to 2.23), receiving a face-to-face consultation (OR: 2.27, 95% CI: 2.04 to 2.50) and a waiting time less than 10 min (OR: 1.82, 95% CI: 1.56 to 2.08). Callers for a 0-year to 4-year-old patient were more likely to be satisfied when they called for a somatic illness or received a telephone consultation, compared with the rest of the population (p<0.0001).CONCLUSION: Callers were in general satisfied with the medical helpline. Satisfaction was associated with reason for encounter, triage response and waiting time. People calling for 0-year to 4-year-old patients were, compared with the rest of the population, more frequently satisfied when they called for a somatic illness or received a telephone consultation.

U2 - 10.1136/bmjopen-2019-029801

DO - 10.1136/bmjopen-2019-029801

M3 - Journal article

VL - 9

SP - e029801

JO - BMJ Paediatrics Open

JF - BMJ Paediatrics Open

SN - 2044-6055

IS - 10

ER -

ID: 58138449