Consumer awareness, satisfaction, motivation and perceived benefits from using an after-hours GP helpline - A mixed methods study.
BACKGROUND
The 'after hours GP helpline' (AGPH) was added to the nurse triage and advice services in Australia in July 2011 with the intention of improving access to general practitioner (GP) advice in the after-hours period.


OBJECTIVE
The objectives of the article are to examine consumer awareness, satisfaction, motivation for use and perceived benefits of using the AGPH.


METHODS
A mixed-methods approach used secondary data on population awareness and caller satisfaction, and an in-depth qualitative study of consumers.


RESULTS
Awareness of the service was low but satisfaction was high. Users called the service because they did not know what to do, were afraid and/or could not access a health service after hours. Users derived reassurance and increased confidence in managing their health.


CONCLUSIONS
A conceptual model identifying three experiential domains of dependence, access and health literacy illustrates the relationship between motivation for use and perceived benefits. The model may help to target the service to those who will benefit most.
Rosemary
R
McKenzie
D001315:Australia; D001364:Awareness; D058006:General Practice / Q000379:methods*; D015277:Hotlines / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D010465:Perception; D036301:Qualitative Research; D014218:Triage / Q000379:methods