Implementing a telephone-based support program to address loneliness in older adults

Area of Science:

• Gerontology
• Public Health
• Implementation Science

Background:

• Social isolation and loneliness are significant social determinants of health with adverse outcomes.
• Telephone-based support programs show promise but require further implementation research.

Purpose of the Study:

• To evaluate the Friendship Line, a 24-hour telephone support program for older adults, through an implementation science framework.
• To identify key features contributing to the success of telephone-based loneliness support programs.

Main Methods:

• Utilized structured questionnaires and semi-structured interviews with staff, volunteers, and older adult callers (N=57).
• Analyzed qualitative data thematically and mapped findings to the Consolidated Framework for Implementation Research.

Main Results:

• Identified six critical success factors: 24-hour access, safe/nonjudgmental space, consistency/relationship building, adaptability, ongoing funding, and specialized training.
• These features led to increased caller satisfaction, reduced loneliness, and enhanced feelings of connectedness.

Conclusions:

• Effective telephone support lines for social isolation require multifactorial strategies.
• Sustained programs need skill development, strong infrastructure, and tailored training to address diverse caller needs.