Closing calls to a cancer helpline: Expressions of caller satisfaction

Woods, Catherine; Drew, Paul; Leydon, Geraldine

doi:10.1016/j.pec.2015.04.015

Cited by 47 publications

(28 citation statements)

References 30 publications

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“…This kind of specificity is commonly lacking in patient burden calls. P responds with "Excellent," (8), Wonderful," (10) and "Oh that's absolutely fine," (12), indicating that this offer is more than satisfactory (see also [14] for endogenous cues to patient satisfaction).…”

Section: Examples Of Successful Practice and Reduced Patient Burdenmentioning

confidence: 99%

“…They found that receptionists who maintain a narrow focus on the task at hand, while ignoring patient comments and apologies, were less effective in meeting the patients' needs than receptionists with more patient-centred orientations. Hewitt et al's [7,11,12] work is, to the best of our knowledge, the only study of patient care that also analyses real-time interaction, but in faceto-face encounters rather than in initial telephone calls (see also [13,14]). The majority of quality-of-service studies within patient care are based on surveys, self-reports and/or focus groups [9,15].…”

Section: Introductionmentioning

confidence: 99%

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Patient burden during appointment-making telephone calls to GP practices

Sikveland

Stokoe

Symonds

2016

Patient Education and Counseling

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Objective: This study addresses, for the first time, the effectiveness of receptionists handling incoming calls from patients to access General Practice services. Methods: It is a large-scale qualitative study of three services in the UK. Using conversation analysis, we identified the issue of 'patient burden', which we defined based on the trouble patients display pursuing service. We quantified instances of 'patient burden' using a coding scheme. Results: We demonstrate how 'patient burden' unfolds in two phases of the telephone calls: (i) following an initial rejection of a patient's request; and (ii) following a receptionist's initiation of call closing. Our quantitative analysis shows that the three GP services differ in the frequency of 'patient burden' and reveals a correlation between the proportion of 'patient burden' and independent national satisfaction scores for these surgeries. Conclusion: Unlike post-hoc surveys, our analysis of live calls identifies the communicative practices which may constitute patient (dis)satisfaction. Practice Implications: Through establishing what receptionists handle well or less well in encounters with patients, we propose ways of improving such encounters through training or other forms of intervention.

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Section: Examples Of Successful Practice and Reduced Patient Burdenmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Patient burden during appointment-making telephone calls to GP practices

Sikveland

Stokoe

Symonds

2016

Patient Education and Counseling

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“…Tele-mediated interaction, such as email and telephone counselling, has been examined (Lamerichs and Stommel, 2016;Woods et al, 2015). Studies have centred mainly on professionals' actions and their consequences in interaction, especially counsellors' strategies to give advice while striving to encourage clients' integrity (Butler et al, 2010;Emmison et al, 2011;Poskiparta et al, 2001;Vehviläinen, 2001).…”

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confidence: 99%

Self-reflective talk in group counselling

2017

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Reflective processing is a joint social action that develops in interaction. Using conversation analysis and discursive psychology, this article focuses on self-reflective turns of talk in group counselling for adults at risk of Type 2 diabetes. We show how reflective processing unfolds in patterns of interaction, wherein group members take an observing, evaluating or interpreting position towards their own actions and experiences. Self-reflective talk is neither exclusively dependent on counsellors' actions nor limited to the niches the counselling programme structure offers. Self-reflective talk is one method of generating joint reflective processing. Such talk makes a topic available for discussion by connecting details of counselling with individuals' experiences and enabling sharing. Self-reflective talk thus serves as a way for group members to participate in constructing a lifestyle problem, to invite or provide sharing of experiences and to display their orientation to the institutional task at hand. KeywordsCognition, conversation analysis, counselling, discursive psychology, ethnomethodology, group counselling, group discussion, group interaction, health behaviour change, health counselling, interaction process, reflection, self-reflection iii Autobiographical note Aija Logren (M.Soc.Sc) is a social psychologist and doctoral student at the University of Tampere.Her research focuses on group interaction in counselling situations and on socially shared cognition.Johanna Ruusuvuori (Professor of Social Psychology at the University of Tampere) has vast experience in analysing interaction in various contexts of health care. She has published widely on practices equivalent or close to counselling, empathy and participation in health care consultations, and qualitative methods.Jaana Laitinen (Adjunct Professor in Nutrition and in Public Health, Director) specializes in intervention studies aiming to promote healthy lifestyles and work ability. Additionally, she has studied the development of unhealthy behaviours in an epidemiological prospective study of Northern Finland 1966 and 1986 cohort studies.

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“…Recent developments in conversation analysis suggest that we may be able to identify features of (dis)satisfaction endogenously within conversations (Woods et al, 2015;Sikveland et al, 2016), which is relevant for our second empirical Schegloff, 2007 for in-depth analysis).…”

Section: Introductionmentioning

confidence: 98%

Enquiry calls to GP surgeries in the United Kingdom: Expressions of incomplete service and dissatisfaction in closing sequences

Sikveland

Stokoe

2017

Discourse Studies

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Kingdom. Using conversation analysis, combined with coding of 447 calls, we studied the role of thank you in closing sequences, focussing on their timing and order in relation to service outcome. We show, first of all, how patients withhold thank you in orientation to an absent summary or specification of service:patients are more likely to initiate thank you if the receptionist volunteers such a summary. Secondly, we show there is variation in how appropriately participants project the termination of calls using thank you. And, finally, while thank you serves a primary role in managing the termination of calls, the timing, order and design of thank you can also display patient (dis)satisfaction. We discuss our findings in terms of service encounters more generally, including implications for larger-scale analysis.

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Closing calls to a cancer helpline: Expressions of caller satisfaction

Cited by 47 publications

References 30 publications

Patient burden during appointment-making telephone calls to GP practices

Patient burden during appointment-making telephone calls to GP practices

Self-reflective talk in group counselling

Enquiry calls to GP surgeries in the United Kingdom: Expressions of incomplete service and dissatisfaction in closing sequences

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