To identify the demographic characteristics of callers utilizing a tollfree service provided by the National Headquarters of the Italian Multiple Sclerosis Society (AISM) and to determine the topics of these calls, an analysis of 1,384 consecutive telephone calls received during a period of three months, from February 1, 1996 through April 30, 1996, was performed.Differences in percentages of calls from the total received were evident in various regions of the country. Among 5 professional disciplines staffing the toll-free service, neurologists received the highest percentage of calls (91%). 56% of callers were persons with multiple sclerosis (MS) and 30% were family members. Each telephone call was categorized into one of 13 general topics. The most common questions are related to interférons (36%), disease information (15%), medications other than interferons (12%), research update (8%) and a specific symptom of MS (8%). The specific context of each telephone call could be categorized into one of three types of information-related requests: the person phoning had not previously received information regarding his/her question, he/she did not understand information which was previously received/has further questions regarding the topic or the caller is confirming information previously received/requesting a second opinion.Based on this information three services related to the needs of individuals with MS and their families are being implemented or improved: 1. information packets for newly diagnosed persons and their families, 2. detailed program planning for instructional courses for health care professionals, 3. a priority list for articles for the Society's informational magazine.
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|Titolo:||Utilizing a multi-disciplinary toll-free information line for planning patient and family services|
|Appare nelle tipologie:||1.1 Articolo in rivista|