Influencing healthcare seeking behaviours of consumers through a telephone health advice and triage service: a multi-method evaluation

Abstract

Background: Globally, healthcare systems are under strain due to increased demand from inappropriate care seeking behaviours of consumers. Solutions are needed to redirect consumers to appropriate avenues for accessing health care, including, where appropriate, self-management. In response to this need, the Healthdirect Australia 24/7 National Coronavirus Helpline was established as a telephone health advice and triage service. This study aims to evaluate the call centre performance, consumer satisfaction and influence of the service on appropriate care seeking behaviours of consumers. Methods: A multi method evaluation using an online survey and telephony metrics. The survey was distributed to e COVID positive callers from Queensland and South Australia who rang the 24/7 National Coronavirus Helpline and were triaged as being low or medium risk of hospitalisation. Of 2,784 invitations sent, 329 responses were received. Survey data were analysed using descriptive statistical analysis. Counts and percentages are used for categorical survey data. Telephony metrics included 94,494 calls made to the 24/7 National Coronavirus Helpline between May-November 2022. Simple summary statistics were undertaken on all telephony data, with categorical data presented either as totals or percentages of individual levels within categories. Results: The call centre provided an efficient service, with most calls answered within 0.8 minute (48 seconds), and a very low rate of call abandonment (4%). The average call length was 7.22 minutes (7 minutes, 13 seconds). Consumer satisfaction was high with 71% of survey respondents rating their satisfaction as high or very high. Health seeking behaviours were positively influenced with an increase of 35% of consumers self-managing their care, a reduction of 12% in unnecessary emergency department visits, and a reduction of 5% in unnecessary emergency services calls after contacting the helpline. Conclusions: The 24/7 National Coronavirus helpline provides an efficient service that was highly valued by survey respondents. It is likely that it is positively influencing appropriate healthcare seeking behaviours of consumers by promoting self-management or engagement with a GP according to the risk of hospitalisation, reducing unnecessary visits to the Emergency Department. Further research is needed to ascertain the effect of this model of care.