Hong Kong Med J 2011;17:208–16 | Number 3, June 2011
The development of a Health Call Centre in Hong Kong: a study on the perceived needs of patients
Frank WK Chan, Fiona YY Wong, H Fung, EK Yeoh
Division of Health System, Policy and Management, School of Public Health and Primary Care, The Chinese University of Hong Kong, Shatin, Hong Kong
OBJECTIVES. To assess the preference for the development of a Health Call Centre and the perceived needs of patients in Hong Kong.
DESIGN. Cross-sectional, questionnaire-based survey.
SETTING. Two general out-patient clinics from health facilities in a geographical region in Hong Kong.
PARTICIPANTS. Patients aged 18 years or above were recruited for the study, which was conducted between January and March 2009.
MAIN OUTCOME MEASURES. Patients’ perspectives of a Health Call Centre, perceived needs for services, perceived health status, and socio-demographic status.
RESULTS. A total of 403 participants completed the questionnaire with a response rate of 78%. A total of 342 (85%) supported the development of a Health Call Centre. Providing basic health and chronic disease information, current health conditions and treatment information, and caregiver support advice were cited as the top perceived needs on the development of a Health Call Centre. Adjusting for age, education, and individual monthly income, participants aged 31 to 64 years (odds ratio=4.37; 95% confidence interval, 1.92-9.99; P
CONCLUSIONS. This is the first study to assess the preferences for the development of a Health Call Centre and the perceived needs of patients in Hong Kong. The majority supported the development of a Health Call Centre. Services provided could meet the general need.
Key words: Health services accessibility; Practice management
View this abstract indexed in MEDLINE: