Telephone hotline for aging
Information needs, quality of service, and insights
Bibliographic Data
| ID | 9974249 |
|---|---|
| Authors | Jiska Cohen-Mansfield (0000-0003-0209-7304, Tel Aviv University, corresponding author), Rotem Perach (0000-0002-8647-4367, Tel Aviv University), Tali Kadmon Stern (Reuth-Eshel Information Center, Israel), Shulamith Albeck (Reuth-Eshel Information Center, Israel; Bar-Ilan University, Israel), Dror Rotem (JDC-ESHEL, The Association for the Planning and Development of Services for the Aged in Israel, Israel), Tamara Lynn Arnow (Tel Aviv University), Yaffa Lerman (Tel Aviv Sourasky Medical Center) |
| Year | 2016 |
| Volume | 61 |
| Issue | 5 |
| Pages | 681-691 |
| Publication date | 2016-06-29 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | International Social Work (JOURNAL) |
| Journal identifiers | ISSN: 0020-8728 • E-ISSN: 1461-7234 |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.1177/0020872816651702 |
| OpenAlex | W2466908982 |
| Language | EN |
| References cited | 20 |
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
Business · Hotline · Political science · Public relations · Quality (philosophy · Service (business · Telecommunications · Aging and Gerontology Research · Computer Science · Intergenerational Family Dynamics and Caregiving · Marketing · Medicine · Technology Use by Older Adults
| Highly cited | No |
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