THE RESULTS OF A TELEPHONE HEALTH ADVICE AND INFORMATION-SERVICE FEBRUARY-MARCH 1993

Aims. To present analysis of a five week test market telephone health advice and information service for the New Zealand public. Methods. Following a positive response from a questionnaire mailing, a service was developed with nurses answering telephone health queries using simple diagnostic software and health databases. This was advertised in four small New Zealand centres by direct mail. The types of calls received, their duration, timing, numbers, and program use was recorded. Results. The service was utilised at an overall rate of 0.272 calls per hour. The average call lasted 4.36 minutes with peak use between 8 am and noon. Calls tended to last longer in the late afternoon. Question topic was most often a symptom, followed by disease information, drug effects and poisonings. Callers also requested information on injuries, the locations of healthcare providers, medical tests and diet. The most useful program in providing this information was a small home medical advice program followed by a compact disc library. Conclusion. While insufficiently popular to warrant continuation with such a small target population, this type of service could be a valuable addition to health care services if extended nation-wide. Callers were most concerned regarding symptoms and diseases. They had more use for this service in mornings, when they may have called to make decisions regarding a trip to their usual care-provider. Afternoon calls lasted longer, perhaps indicating additional concern on the part of callers considering the impending evening.