Telephone hotline for aging: Information needs, quality of service, and insights

Cohen-Mansfield, J., Perach, R., Stern, T.K., Albeck, S., Rotem, D., Arnow, T.L. and Lerman, Y. 2018. Telephone hotline for aging: Information needs, quality of service, and insights. International Social Work. 61 (5), pp. 681-691. https://doi.org/10.1177/0020872816651702

TitleTelephone hotline for aging: Information needs, quality of service, and insights
TypeJournal article
AuthorsCohen-Mansfield, J., Perach, R., Stern, T.K., Albeck, S., Rotem, D., Arnow, T.L. and Lerman, Y.
Abstract

This study examined the reasons for use and the utility of an aging-focused telephone hotline. The most common topic of inquiry was care, followed by referrals for institutional placement and financial queries. Advice from hotline professionals was reported to be useful and helpful. Yet the issue of the query was not resolved in half of the cases. Some queries may be addressed by enhancing hotline procedures, but others reflect general unmet needs that require wider systematic social changes in the information, system, and financial domains. Analysis of hotline calls can be useful for identifying areas, both for improvement for the hotline and for society.

JournalInternational Social Work
Journal citation61 (5), pp. 681-691
ISSN0020-8728
1461-7234
Year2018
PublisherSage
Digital Object Identifier (DOI)https://doi.org/10.1177/0020872816651702
Publication dates
Published online29 Jun 2016
Published in print2018

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