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Pediatric Web-Based Chat Services for Caregivers of Children: Descriptive Study
Anu Kaskinen1, Benjamin Ayeboa-Sallah2, Tiina Teivaanmäki1
1Pediatric Research Center, New Children's Hospital, University of Helsinki and Helsinki University Hospital, Helsinki, Finland.
Journal of Medical Internet Research
|December 16, 2018
Summary
Web-based pediatric chat services provide a convenient communication channel for caregivers. These services are highly satisfactory for both caregivers and physicians, particularly for discussing infections in young children.
Area of Science:
- Pediatric Healthcare
- Digital Health Communication
- Telemedicine
Background:
- Physician-led Web-based chat services offer a low-threshold communication channel for caregivers and pediatricians.
- These services represent a novel approach to healthcare access for families with children.
Purpose of the Study:
- To describe caregiver-physician chat conversations in a Web-based service.
- To identify factors for planning similar services.
- To evaluate caregiver satisfaction, physician confidence, and need for further medical contact.
Main Methods:
- A Web-based chat service was implemented at a children's medical center.
- Pediatric residents conducted 343 consultations between October 2015 and March 2016.
- Caregivers completed follow-up questionnaires 7-14 days post-consultation.
Main Results:
- Infections were the most common concern (55.1%), particularly for children under one year old.
- Physicians recommended same-day face-to-face appointments in 13.7% of cases, more often for infections.
- Physicians felt capable of answering questions in 72.6% of cases, and 93% of caregivers found the answers helpful.
Conclusions:
- Web-based chat consultations are frequently used for infections and concerns about young children.
- High satisfaction among caregivers and physicians suggests these services are valuable for addressing pediatric health concerns.
- Key factors for planning such services include peak usage times and common health issues.
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