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Request-response characteristics and public satisfaction with using a health hotline
ShuHan Sun1, JingFu Lai2, Juan Wang3
1Department of Health Management, School of Public Health, Sun Yat-Sen University, Guangzhou, China.
Frontiers in Digital Health
|March 2, 2026
Summary
Public satisfaction with health hotlines depends on response characteristics. Faster, department-level responses and non-clinical topics improve user experience, enhancing health information access.
Area of Science:
- Public Health
- Health Communication
- Health Services Research
Background:
- Health hotlines are crucial for global patient-provider communication.
- Public satisfaction with these services remains under-explored.
- Optimizing health hotlines can improve risk communication and health information access.
Purpose of the Study:
- To investigate the association between health hotline platform characteristics and public satisfaction.
- To identify key factors influencing user satisfaction with health hotline services.
Main Methods:
- Retrospective observational study of 9,280 calls and messages (CMs) from a Guangzhou health hotline (2023-2024).
- Generalized linear models used to analyze request-response characteristics and satisfaction.
- Examined factors including response level, content, and time.
Main Results:
- All request-response characteristics significantly impacted satisfaction.
- Department-level responses (OR 1.26) were more satisfying than hospital-level.
- Patient safety CMs had lower satisfaction (OR 0.60); longer response times decreased satisfaction (P<0.05).
Conclusions:
- Response hierarchy and time significantly influence public satisfaction with health hotlines.
- Findings offer evidence for optimizing health hotline service quality.
- Improved satisfaction can enhance patient-provider communication and healthcare delivery.
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