Search results

The adoption of telephone-delivered mental health services (TDMHS) for scaling collaborative care or addressing access to mental health services in routine primary care practice is gradual despite the needs of the population. Although there are multi-level factors associated with efficient implementation of collaborative care, there is limited understanding of clinicians’ perceptions, experiences and acceptability providing mental health treatment exclusively over the telephone. The purpose of this paper is to explore behavioral health clinicians’ delivery of mental health services over the telephone within primary care settings.

This qualitative study explored behavioral health professionals’ perceptions and experiences providing remote, TDMHS. Convenience sampling was used to recruit 11 clinicians in New York, California and Arizona who provided collaborative care services to patients exclusively over the telephone. Semi-structured interviews were conducted, and analyzed using qualitative content analysis methods.

Three main themes and associated subthemes emerged from the analyses. The first theme was participants’ perceptions of TDMHS prior to implementation relating to patient characteristics, patient engagement and comparison to in-person therapy. The second main theme identified was participants’ experiences implementing TDMHS with subthemes relating to benefits, quality of care, gaps in care and concerns implementing TDMHS. The final theme that emerged from the analysis was participants’ perceived acceptability of TDMHS by patients.

The small sample size limits the generalizability of these findings.

Mental health services delivered over the telephone are perceived as feasible and acceptable by behavioral health clinicians.

This study contributes to gaps in research about behavioral health clinicians’ beliefs, uptake and acceptability toward mental health services delivered exclusively over the telephone.

The University of Michigan has installed one of the largest private communications switches in the world. The switch and supporting network are designed to meet the voice, data service, security, and video transmission requirements of the university into the next century. The processes of defining needs, selecting a vendor, and implementing the system are discussed.

The first part of this article, published in our September/October issue, looked at the way credit card automation — and in particular the transaction telephone — had developed. It discussed whether or not transaction telephones might in future be linked to the retailer's point of sale equipment so that credit authorisation might be completely integrated with the POS. It also looked at the potentiality of transaction telephones being used in conjunction with electronic funds transfer. A number of other possible uses were also examined. This second part is concerned with market related aspects, and at the influences exerted by the larger credit card companies, developing their automation facilities at point of sale, upon the smaller credit card companies.

Telephone crisis services are increasingly subject to a requirement to “prove their worth” as a suicide prevention strategy. The purpose of this paper is to: first, provide a detailed overview of the evidence on the impact of telephone crisis services on suicidal users; second, determine the limitations of the outcome measures used in this evidence; and third, suggest directions for future research.

MEDLINE via Pubmed (from 1966), PsycINFO APA (from 1967) and ProQuest Dissertation and Theses (all to 4 June 2015) were searched. Papers were systematically extracted by title then abstract according to predefined inclusion and exclusion criteria.

In total, 18 articles met inclusion criteria representing a range of outcome measures: changes during calls, reutilization of service, compliance with advice, caller satisfaction and counsellor satisfaction. The majority of studies showed beneficial impact on an immediate and intermediate degree of suicidal urgency, depressive mental states as well as positive feedback from users and counsellors.

A major limitation pertains to differences in the use of the term “suicidal”. Other limitations include the lack of long-term follow-up and of controlled research designs. Future research should include a focus on long-term follow-up designs, involving strict data protection. Furthermore, more qualitative research is needed in order to capture the essential nature of the intervention.

This paper attempts to broaden the study and the concept of “effectiveness” as hitherto used in the literature about telephone crisis services and offers suggestions for future research.

This paper aims to examine the long run impact of information and communication technology (ICT) on economic growth in the Sub Saharan African (SSA) region. The direct impact of ICTs use was examined for a 27-year period (1990-2014), before the Millennium Development Goals (MDGs) era (1990-1999) and during the MDGs era (2000-2014). Second and third objectives examined the nonlinear effect of ICT in the economic growth and their threshold values, respectively. The main growth enhancing transmission channels of ICT use were also looked at.

The study uses panel method technique of system generalist method of moment. The data period was collected from the years 1990-2014 from 45 SSA countries. The three main proxies of ICT are fixed telephone lines, mobile phone users and internet users per 100 inhabitants.

For the direct impact analysis, mobile phone and internet were found to have triggered economic growth. However, for nonlinear effect analysis, mass penetration of ICT proxies seems to slow economic growth. The threshold analysis showed a penetration rate threshold of 4.5 per cent for both mobile phone and internet, and 5 per cent for fixed telephone line before economic growth gets triggered. Finally, the results indicated that, except for financial development, human capital, institutional quality and domestic investment were the main growth enhancing transmission channels of ICTs use in the economy.

From a policy perspective, results suggest SSA region to open more doors for investment in technology to ensure sustainable development. Such policy has to focus on investment into main transmission channels of ICT, namely, human capital, institutional quality and domestic investment. The policymakers have to ensure that penetration of mobile phone, fixed telephone and internet is met by improvement in human capital, institutional quality and domestic investment. Moreover, to fully use the potential of ICT, improving the financial sector is highly recommended.

In SSA, studies that address the impact of ICT on economic growth was almost non-existent, especially on its nonlinear effect and main transmission channels. While few studies have examined the direct impact of ICT, this study extended the scope by including the main growth enhancing transmission channels and nonlinear effect of ICT on SSA economies using recent data.

Telephone triage or hear and treat (H&T) describes the process of UK ambulance services nurses and paramedics undertaking enhanced telephone assessments of patients to determine the most appropriate response, which can sometimes result in no ambulance being sent. Given, however, that 999 is not considered an advice service, it may be reasonable to assert that the expectation of those calling 999 is always an immediate ambulance response. This may not always be realised and may affect patient experience. The purpose of this paper is to ascertain the following: to what extent are the views of UK ambulance telephone triage service users being gathered? In answering this research question, this review also aims to explore the findings to determine service users’ expectations of ambulance telephone triage and the possibility that these expectations are influenced by the UK media. The findings of which could be used to inform the need and nature of future research.

Phase one consisted of a computerised literature search of online databases CINAHL, Pubmed, Science Direct, Cochrane library, Web of Science and UK government-funded databases. Phase two consisted of searches of all UK ambulance services websites and the submission of freedom of information requests. Phase three consisted of a computerised literature search of the ProQuest international news-stream database.

A total of 78 results were identified and after further screening 34 results were excluded, leaving 44 for final review. The extent to which users experience of ambulance service telephone triage are being gathered is low; and often limited to one off pieces of non-peer reviewed work. Patients felt overall that they were treated with respect, dignity and care. However, being listened to, reducing anxiety and a need for prompt assurances remain important to those whose overriding expectation is that an ambulance should attend every time a 999 call is made. There appears to be a balanced media portrayal of H&T with the UK media. However, unrealistic public expectations represent a significant barrier to providing sustainable care that users consider to be of high quality.

Some user experiences may have been gathered in more broad research exercises which explored various aspects of 999 ambulance service experience. This was not included if it could not be clearly differentiated as being related to H&T and thus may have resulted in data being omitted. It was not possible to systematically search social media platforms (such as facebook or twitter) for any media results related to this search strategy; only traditional print and online media platforms. This also may have resulted in data being omitted. The inclusion of non-peer reviewed research results and grey literature represents a possible limitation to the conclusions drawn within this review. The concept of Insider Research Bias cannot be ignored within this review. The author himself practices in telephone triage within a UK ambulance service; however, this insider bias is mitigated by the clearly articulated systematic methodology and use of the Critical Appraisal Skills framework. In a similar vein, reviews of this nature are also often conducted as part of a team, to reduce bias, increase objectivity and ensure the validity of findings. This review was a sole effort, and while this is not uncommon, there were no cross checks by peers of the search terms, strategy, paper selection, exclusion criteria or data extraction. This lack of peer critique is considered a possible limitation in mitigating selection and reviewer bias.

The results of this review would suggest a need to increase the amount of research and patient feedback gathered from those being assessed and managed by ambulance service telephone triage within the UK. Ambulance services could hold regular monthly small-scale qualitative interviews with patients and families to ascertain their views, perceptions and anxieties which can then provide an up-to-date understanding of user expectations and the health educational needs of local communities. Patient feedback received directly to ambulance services or via the Patient Advice and Liaison Service could be retrospectively analysed by researchers to determine key themes of positive practice or negative patient experience. Such feedback can be tracked through time and be used as a pre and post community intervention measure, to determine any changes. Moving forward, nationally standardised research frameworks should be adopted to provide more easily collated local and national data, which can monitor improvement strategies and provide a comparison between services to aid the sharing of best practice principles.

There is no other piece of work published which has reviewed the data in this area of clinical practice within the UK.

The purpose of this study is to examine telephone surveillance in call centers and the role that job control plays in reducing the strain associated with the practice.

Supervisory practices influencing job control – a form of worker empowerment – were viewed by the study as a key variable mitigating the long‐standing relationship between telephone surveillance and work strain. As part of a field experiment, a sample of 163 service representatives completed a questionnaire measuring strain, perceived degree of surveillance, and job control.

Correlational and path analyses indicated that the strain associated with telephone surveillance could be explained by a loss of perceived control, even though service representatives had no direct control over the surveillance process itself.

These findings support previous research emphasizing the importance of task control during service encounters and suggest that supervisory practices that empower service workers may also reduce job strain. The immediate findings may be limited to the call center environment but recent research suggests that the control construct may be robust in other settings.

This project is one a few studies that outlines specific management practices that could reduce strain associated with telephone surveillance.

This paper aims to compare residential fixed-line telephone surveys with cell phone surveys for assessing the extent of the potential undercoverage issue evaluating the necessity and feasibility of conducting cell phone surveys or dual-frame telephone surveys in Hong Kong.

The research team simultaneously carried out a conventional fixed-line telephone survey and a cell phone survey in 2015 with similar features on survey design, sampling and data collection procedures. Two samples with sample size of 801 and 1,203 were achieved separately. Data collected were analysed to see to what extent survey findings will be biased if the sampling frame of telephone surveys is solely based on residential fixed-line numbers in Hong Kong, and if such a bias does exist, whether a survey conducted through cell phones or by adding a cell phone-only (CO) group would be an ideal solution for it.

The findings show that the cooperation rates for the cell phone survey were much lower than those of the fixed-line telephone survey. The respondents from two surveys were fairly different. However, estimates of most commonly used socio-demographic characteristics from the latter group had the least bias compared with population statistics. Supplanting the traditional fixed-line survey with a cell phone survey or supplementing it with a CO group will not make the resulting sample a better representative of the population but it will amplify the sample bias on the major social socio-demographic characteristics.

This paper empirically compares the two types of telephone surveys in a well-designed scientific study.

The study sought to investigate factors that influenced Hong Kong bank customers’ adoption of four major banking channels, i.e. branch banking, ATM, telephone banking, and internet banking. Specifically, it aimed to focus on the influences of demographic variables and psychological beliefs about the positive attributes possessed by the channels.

Based on extant literature on bank marketing and interviews with ten bank managers in Hong Kong, a questionnaire was designed. Then, in a large‐scale survey by means of mall‐intercept and telephone interviews, we successfully obtained data from 314 bank customers.

Overall, ATM was the most frequently adopted channel, followed by internet banking and branch banking, and telephone banking was the least frequently adopted channel. Psychological beliefs about the extent to which a channel possessed certain positive attributes were more predictive of adoptions of ATM and internet banking than adoptions of branch banking and telephone banking. Demographic backgrounds were strongly associated with adoption of all banking channels except ATM. A major research implication is that the theory of reasoned action is less applicable when a behavior is habitual, such as the adoptions of branch banking and telephone banking.

The managerial implications are that telephone banking can be gradually phased out, whereas internet banking is becoming the dominant channel in the future. For branch banking, different marketing strategies should be adopted for those who are financially and cognitively less resourceful, and those who are wealthier but higher time cost.

The value of the study for bank managers is that it provides an updated account of the banking behaviors of Hong Kong bank customers.