[Telephone attendance system in a dementia unit: analysis and description]. / Descripcion y analisis del sistema de actividad telefonica implantado en una unidad de demencias.

AIM: To describe the characteristics of a telephone attendance system (TAS) implemented in our dementia unit, its relevance in the global activity and the users-themselves utility and satisfaction. MATERIALS AND METHODS: We retrospectively analyzed the incoming telephone calls during a period of one year. Telephone call type, user's gender and relationship with the patient, reason for calling, who answer, class of answer and patients' Global Deterioration Scale (GDS) were systematically registered. Caregivers' satisfaction was evaluated by a semi structured telephone questionnaire checking the following variables: accessibility, difficulty in answer comprehension, utility and global satisfaction. Professionals' opinion about global impression, overcharge in daily activity, TAS satisfaction and utility were evaluated by a semi structured interview. RESULTS: On the period of study, 444 telephone incoming calls were registered, 58.3% of them from relatives of patients with GDS 5-6. To adjust the treatment (43.2%) or to bring forward the next appointment were the most frequent responses. Next aspects were considered as good or very good for interviewed users: accessibility (58.3%), response delay (83.3%), service utility (91.6%), global satisfaction (86.5%) and answer comprehension (93.8%). Professionals' opinion were good, but with some comments about the need for a specific appointment book, improvements aspects in initial accessibility (direct telephone line), and the establishment of a specific schedule for telephonic attendance. CONCLUSIONS: The TAS is a formal, structured and complementary attendance service for traditional visit, with the ability to resolve most problems. The delayed reply mode allows the clinicians to choose the best moment to reply. Furthermore, the availability of the complete chart of every patient attended improve the quality of the clinical answer.

Descripción y análisis del sistema de actividad telefónica implantado en una unidad de demencias / Telephone attendance system in a dementia unit: analysis and description

Resumen. Objetivo. Describir el sistema de atención telefónica (SAT) implantado en una unidad de demencias y conocer la utilidad percibida y la satisfacción de los usuarios y profesionales implicados. Materiales y métodos. Analizamos retrospectivamente las llamadas recibidas durante 12 meses. Recogimos sistemáticamente: tipo de llamada, sexo y parentesco de quien llama, motivo, tipo de respuesta y puntuación del paciente en la escala de deterioro global (Global Deterioration Scale, GDS). Valoramos mediante cuestionario semiestructurado la satisfacción de pacientes/familiares con: accesibilidad, demora, dificultad en comprender la respuesta, utilidad y satisfacción global. Valoramos la opinión de los profesionales mediante entrevista semiestructurada para: impresión global, sobrecarga asistencial, utilidad y satisfacción del SAT. Resultados. Se registraron 44 llamadas, el 58,3% de familiares de pacientes con GDS 5-6. Las causas más frecuentes fueron síntomas psicoconductuales (32,6%) y efectos adversos de la medicación (22%). Las respuestas más frecuentes fueron modificar el tratamiento (43,2%) o adelantar la siguiente visita (18,9%). Los usuarios valoraron positivamente los siguientes conceptos: accesibilidad (58,3%), demora en la respuesta (83,3%), utilidad del servicio (91,6%), satisfacción global (86,5%) y comprensión de la respuesta (93,8%). Los profesionales señalaron la necesidad de confeccionar una agenda específica, mejorar la accesibilidad telefónica y programar tiempos específicos para la atención telefónica. Conclusiones. El SAT constituye un sistema de atención formal, estructurado y complementario a la visita tradicional, con capacidad para resolver los problemas planteados. Su carácter diferido permite gestionar los tiempos de atención y mejorar la calidad de la respuesta al disponer de toda la información del paciente. Es satisfactorio para usuarios y profesionales (AU)

Summary. Aim. To describe the characteristics of a telephone attendance system (TAS) implemented in our dementia unit, its relevance in the global activity and the users-themselves utility and satisfaction. Materials and methods. We retrospectively analyzed the incoming telephone calls during a period of one year. Telephone call type, user’s gender and relationship with the patient, reason for calling, who answer, class of answer and patients’ Global Deterioration Scale (GDS) were systematically registered. Caregivers’ satisfaction was evaluated by a semi structured telephone questionnaire checking the following variables: accessibility, difficulty in answer comprehension, utility and global satisfaction. Professionals’ opinion about global impression, overcharge in daily activity, TAS satisfaction and utility were evaluated by a semi structured interview. Results. On the period of study, 444 telephone incoming calls were registered, 58.3% of them from relatives of patients with GDS 5-6. To adjust the treatment (43.2%) or to bring forward the next appointment were the most frequent responses. Next aspects were considered as good or very good for interviewed users: accessibility (58.3%), response delay (83.3%), service utility (91.6%), global satisfaction (86.5%) and answer comprehension (93.8%). Professionals’ opinion were good, but with some comments about the need for a specific appointment book, improvements aspects in initial accessibility (direct telephone line), and the establishment of a specific schedule for telephonic attendance. Conclusions. The TAS is a formal, structured and complementary attendance service for traditional visit, with the ability to resolve most problems. The delayed reply mode allows the clinicians to choose the best moment to reply. Furthermore, the availability of the complete chart of every patient attended improve the quality of the clinical answer (AU)