TY - GEN
T1 - Healthdirect's after hours GP helpline - A survey of patient satisfaction with the service and compliance with advice
AU - Li, Ling
AU - Georgiou, Andrew
AU - Xiong, Juan
AU - Byrne, Mary
AU - Robinson, Maureen
AU - Westbrook, Johanna I
N1 - Copyright the Author(s) and IOS Press 2016. Version archived for private and non-commercial use with the permission of the author/s and according to publisher conditions. For further rights please contact the publisher.
PY - 2016
Y1 - 2016
N2 - The after hours GP helpline (AGPH), one of the key services provided by Healthdirect, is an extension of the existing healthdirect telephone nurse triage and advice service. It provides access to telephone health advice by GPS after hours to patients/callers who are triaged by the telephone nurse as needing to see a GP immediately, within four hours or within 24 hours. The aims of this study were to assess patient satisfaction with the AGPH service and compliance with the GP advice; and to investigate factors associated with patients' compliance. This study included 2486 patients/callers who used the AGPH and participated in a survey between February and September 2013. Over 97.1% of patients/callers were either satisfied or very satisfied with the AGPH service. Compliance was measured in two ways: i) self-reported compliance to advice provided; and ii) matching of selfreported actions with actual GP advice given: 94.0% of patients reported they followed the advice given to them by GPS and for 86.8% of patients their reported actions following consultations matched the recommended advice documented by GPS in the healthdirect database. Patients' compliance with recommended advice were associated with patient overall satisfaction with the service, the type of AGPH advice received, and the estimated severity level of the conditions. Improving patient satisfaction with the service along with patient understanding of the advice can lead to an increased compliance rate.
AB - The after hours GP helpline (AGPH), one of the key services provided by Healthdirect, is an extension of the existing healthdirect telephone nurse triage and advice service. It provides access to telephone health advice by GPS after hours to patients/callers who are triaged by the telephone nurse as needing to see a GP immediately, within four hours or within 24 hours. The aims of this study were to assess patient satisfaction with the AGPH service and compliance with the GP advice; and to investigate factors associated with patients' compliance. This study included 2486 patients/callers who used the AGPH and participated in a survey between February and September 2013. Over 97.1% of patients/callers were either satisfied or very satisfied with the AGPH service. Compliance was measured in two ways: i) self-reported compliance to advice provided; and ii) matching of selfreported actions with actual GP advice given: 94.0% of patients reported they followed the advice given to them by GPS and for 86.8% of patients their reported actions following consultations matched the recommended advice documented by GPS in the healthdirect database. Patients' compliance with recommended advice were associated with patient overall satisfaction with the service, the type of AGPH advice received, and the estimated severity level of the conditions. Improving patient satisfaction with the service along with patient understanding of the advice can lead to an increased compliance rate.
UR - http://www.scopus.com/inward/record.url?scp=84982182312&partnerID=8YFLogxK
U2 - 10.3233/978-1-61499-666-8-87
DO - 10.3233/978-1-61499-666-8-87
M3 - Conference proceeding contribution
C2 - 27440294
AN - SCOPUS:84982182312
SN - 9781614996651
VL - 227
T3 - Studies in Health Technology and Informatics
SP - 87
EP - 92
BT - Digital Health Innovation for Consumers, Clinicians, Connectivity and Community - Selected Papers from the 24th Australian National Health Informatics Conference, HIC 2016
A2 - Georgiou, Andrew
A2 - Schaper, Louise K.
A2 - Whetton, Sue
PB - IOS Press
CY - Amsterdam, Netherlands
T2 - 24th Australian National Health Informatics Conference, HIC 2016
Y2 - 25 July 2016 through 27 July 2016
ER -