Consumer's perceptions of and experiences with automated health related information services: an exploratory study

Almost all health care related organizations, including hospitals and pharmacies, have installed some sort of automated telephone system. Most of these organizations have installed this system to eliminate personnel, while at the same time promoting the fact that they will be helpful to the consumer. This study (comprising of 255 respondents) was designed to assess the consumer's perceptions and experiences with such automated systems. Our study clearly indicates that most individuals strongly agree that healthcare product and service information should be available via the telephone.