title: Re-thinking risk communication: information needs of patients, health professionals and the public regarding MRSA--the communicative behaviour of a public health network in Germany responding to the demand for information.
abstract: OBJECTIVE
  Multidrug resistant organisms (MDRO), including Meticillin-resistant Staphylococcus aureus (MRSA), and health care associated infections (HCAIs) are pressing issues for health care systems across the world. Information and communication are considered key tools for the prevention and management of infectious diseases. Public Health Authorities (PHA) are in a unique position to communicate with health care professionals, patients and the public regarding the health risks.
  
  
  METHODS
  We used PHA helpdesk interaction data to first ascertain the information requirements of those getting in contact with the service, and secondly to examine the communicative behaviour of the PHA, with a view to improving the quality of communication strategies.
  
  
  METHODS
  Data on helpdesk interactions between 2010 and 2012 were obtained from a MDRO network of nine German PHAs. 501 recordings were coded and descriptive statistics generated for further qualitative thematic analysis.
  
  
  RESULTS
  Our analysis revealed a similar pattern of questions among different groups. Key areas of need for information were around eradication, cleaning and isolation measures. Reported problems were a lack of expert knowledge and continuity of treatment. The helpdesk response was mainly a conversation offering scientific advice, but also included other communication services that went beyond the provision of scientific facts, such as follow-up calls, referral suggestions and consultations on behalf of the caller. These social communication activities seem to have an important impact on the acceptability of public health recommendations and use of the helpdesk.
  
  
  CONCLUSIONS
  Our findings support a broader discussion about the role of information in the communication process and underline the importance of social elements in the communication process, such as relationship and trust building.
authors.affiliation: London School of Economics and Political Science, LSE Health and Social Care, United Kingdom; Dickmann Risk Communication Drc, 21 Lancaster Grove, London NW3 4EX, United Kingdom. Electronic address: pdickmann@dickmann-drc.com.
authors.forename: P
authors.initials: P
authors.lastname: Dickmann
authors.affiliation: London School of Economics and Political Science, LSE Health and Social Care, United Kingdom.
authors.forename: K
authors.initials: K
authors.lastname: Wittgens
authors.affiliation: London School of Economics and Political Science, LSE Health and Social Care, United Kingdom.
authors.forename: S
authors.initials: S
authors.lastname: Keeping
authors.affiliation: Public Health Authority Frankfurt, Germany.
authors.forename: D
authors.initials: D
authors.lastname: Mischler
authors.affiliation: Public Health Authority Frankfurt, Germany.
authors.forename: U
authors.initials: U
authors.lastname: Heudorf
mesh_terms: D003428:Cross Infection / Q000517:prevention & control; D005858:Germany; D058015:Health Communication; D006282:Health Personnel; D006801:Humans; D055624:Methicillin-Resistant Staphylococcus aureus; D020380:Needs Assessment; D010353:Patient Education as Topic; D011634:Public Health; D036301:Qualitative Research; D012306:Risk; D013203:Staphylococcal Infections / Q000517:prevention & control*
keywords: Antimicrobial resistance; Information needs; MRSA; Public health; Risk communication