TY - JOUR
T1 - Caller satisfaction with the cannabis information and helpline
AU - Gates, Peter
AU - Copeland, Jan
AU - Norberg, Melissa
AU - Digiusto, Erol
PY - 2011/3
Y1 - 2011/3
N2 - We assessed caller satisfaction with an illicit drug helpline in Australia (the Cannabis Information and Helpline, CIH). A 10-min telephone interview was conducted with 200 volunteers who called the service during 2009 (121 called regarding themselves and 79 called regarding another person's cannabis use). Callers were a mean of 43 years of age and typically female (59%). Callers showed high levels of satisfaction with the service: the mean CSQ-8 score was 28.2 (SD 1/4 4.3). Participants who found the service easy to access and those who felt their needs were met reported the highest satisfaction. A linear regression analysis was conducted to identify the significant predictors of participants' satisfaction with the CIH. The ease with which the participant was able to get through to a counsellor (standardized beta 1/4 2.37, P, 0.02) and whether the participant felt that all their needs were met (standardized beta 1/4 24.26, P, 0.001) were the only significant predictors of total satisfaction with the call. Despite the recognition that telephone services are possibly the easiest health-care service to access, ensuring consistent availability and accessibility remains paramount although not easy.
AB - We assessed caller satisfaction with an illicit drug helpline in Australia (the Cannabis Information and Helpline, CIH). A 10-min telephone interview was conducted with 200 volunteers who called the service during 2009 (121 called regarding themselves and 79 called regarding another person's cannabis use). Callers were a mean of 43 years of age and typically female (59%). Callers showed high levels of satisfaction with the service: the mean CSQ-8 score was 28.2 (SD 1/4 4.3). Participants who found the service easy to access and those who felt their needs were met reported the highest satisfaction. A linear regression analysis was conducted to identify the significant predictors of participants' satisfaction with the CIH. The ease with which the participant was able to get through to a counsellor (standardized beta 1/4 2.37, P, 0.02) and whether the participant felt that all their needs were met (standardized beta 1/4 24.26, P, 0.001) were the only significant predictors of total satisfaction with the call. Despite the recognition that telephone services are possibly the easiest health-care service to access, ensuring consistent availability and accessibility remains paramount although not easy.
UR - http://www.scopus.com/inward/record.url?scp=79952215383&partnerID=8YFLogxK
U2 - 10.1258/jtt.2010.100509
DO - 10.1258/jtt.2010.100509
M3 - Article
C2 - 21163813
AN - SCOPUS:79952215383
SN - 1357-633X
VL - 17
SP - 93
EP - 98
JO - Journal of Telemedicine and Telecare
JF - Journal of Telemedicine and Telecare
IS - 2
ER -