Telephone hotline for aging: Information needs, quality of service, and insights
| Autor: | Jiska Cohen-Mansfield, Shulamith Albeck, Dror Rotem, Yaffa Lerman, Tali Kadmon Stern, Tamara Lynn Arnow, Rotem Perach |
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| Rok vydání: | 2016 |
| Předmět: |
Sociology and Political Science
Hotline business.industry Quality of service Social change Internet privacy Information needs Telephone Hotline Unmet needs 03 medical and health sciences 0302 clinical medicine 030502 gerontology 030212 general & internal medicine Business Marketing 0305 other medical science Social Sciences (miscellaneous) |
| Zdroj: | International Social Work. 61:681-691 |
| ISSN: | 1461-7234 0020-8728 |
| DOI: | 10.1177/0020872816651702 |
| Popis: | This study examined the reasons for use and the utility of an aging-focused telephone hotline. The most common topic of inquiry was care, followed by referrals for institutional placement and financial queries. Advice from hotline professionals was reported to be useful and helpful. Yet the issue of the query was not resolved in half of the cases. Some queries may be addressed by enhancing hotline procedures, but others reflect general unmet needs that require wider systematic social changes in the information, system, and financial domains. Analysis of hotline calls can be useful for identifying areas, both for improvement for the hotline and for society. |
| Databáze: | OpenAIRE |
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