Caller satisfaction with the cannabis information and helpline

Peter Gates*, Jan Copeland, Melissa Norberg, Erol Digiusto

*Corresponding author for this work

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)93-98
Number of pages6
JournalJournal of Telemedicine and Telecare
Volume17
Issue number2
DOIs
Publication statusPublished - Mar 2011
Externally publishedYes

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