Evaluation of the Dutch AIDS information helpline: an investigation of information needs and satisfaction of callers

Arjan E R Bos, Gerard C Visser, Bertus F Tempert, Herman P Schaalma

    Research output: Contribution to journalArticleAcademicpeer-review

    Abstract

    AIDS telephone hotlines have an important function in AIDS education, HIV prevention and counselling. In this study, consults of the Dutch AIDS information helpline were evaluated to determine the AIDS information needs of the callers and callers' satisfaction with the telephone-delivered information and consultation. Immediately after their telephone consult, callers (N = 309) were redirected to co-workers of an independent telephone survey. They participated in an interview on content and evaluation of the telephone consult. This study shows that most telephone calls concerned questions about personal risk of HIV transmission, HIV transmission in general and HIV testing. Callers were very satisfied with the services of the helpline. Furthermore, helpline employees' counselling and conversation skills were evaluated very positively. These results are discussed within the scope of the professional organization of the Dutch AIDS information helpline.

    Original languageEnglish
    Pages (from-to)201-6
    Number of pages6
    JournalPatient Education and Counseling
    Volume54
    Issue number2
    DOIs
    Publication statusPublished - Aug 2004

    Fingerprint

    Telephone
    Acquired Immunodeficiency Syndrome
    HIV
    Counseling
    Hotlines
    Referral and Consultation
    Interviews
    Education

    Keywords

    • Acquired Immunodeficiency Syndrome/diagnosis
    • Adolescent
    • Adult
    • Aged
    • Attitude to Health
    • Child
    • Counseling/standards
    • Educational Status
    • Female
    • Health Education/standards
    • Health Knowledge, Attitudes, Practice
    • Hotlines/standards
    • Humans
    • Information Services/standards
    • Male
    • Middle Aged
    • Needs Assessment/organization & administration
    • Netherlands
    • Patient Education as Topic/standards
    • Program Evaluation
    • Risk Factors
    • Sex Factors
    • Surveys and Questionnaires
    • Time Factors

    Cite this

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    title = "Evaluation of the Dutch AIDS information helpline: an investigation of information needs and satisfaction of callers",
    abstract = "AIDS telephone hotlines have an important function in AIDS education, HIV prevention and counselling. In this study, consults of the Dutch AIDS information helpline were evaluated to determine the AIDS information needs of the callers and callers' satisfaction with the telephone-delivered information and consultation. Immediately after their telephone consult, callers (N = 309) were redirected to co-workers of an independent telephone survey. They participated in an interview on content and evaluation of the telephone consult. This study shows that most telephone calls concerned questions about personal risk of HIV transmission, HIV transmission in general and HIV testing. Callers were very satisfied with the services of the helpline. Furthermore, helpline employees' counselling and conversation skills were evaluated very positively. These results are discussed within the scope of the professional organization of the Dutch AIDS information helpline.",
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    Evaluation of the Dutch AIDS information helpline : an investigation of information needs and satisfaction of callers. / Bos, Arjan E R; Visser, Gerard C; Tempert, Bertus F; Schaalma, Herman P.

    In: Patient Education and Counseling, Vol. 54, No. 2, 08.2004, p. 201-6.

    Research output: Contribution to journalArticleAcademicpeer-review

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    AU - Schaalma, Herman P

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