经验,感知和使用CareLine:一个评估研究.
Jane Mingjie Lim1, Pearline Lee1, Daniel Sng1
1Changi General Hospital, Singapore, Singapore.
Frontiers in public health
|December 29, 2025
概括
基于电话的CareLine有效地支持孤立的老年人,但高呼叫量会压迫资源. 需要制定战略,以优化对老年人这一至关重要的服务的人员配置和参与度.
科学领域:
- 老年学是一门学科.
- 公共卫生 公共卫生
- 远程医疗服务是远程医疗服务.
背景情况:
- 社会孤立和孤独对老年人的身体和心理健康构成重大风险.
- 基于电话的护理服务提供了一个重要的生命线,提供情感支持,社交互动和紧急援助.
- 在新加坡,CareLine是一家24小时,7天24小时的服务,专门针对单独生活的老年人.
研究的目的:
- 评估CareLine服务的使用模式.
- 了解CareLine用户和服务提供商的经验.
- 评估CareLine在满足老年人的需求方面的有效性.
主要方法:
- 一种混合方法的方法,将呼叫记录 (2016年11月至2024年1月) 的定量分析与定性深度访谈相结合.
- 使用描述性和多变量回归分析定量数据,以确定用户特征和参与度.
- 来自20次采访的定性数据,以用户和提供者的角度进行主题分析.
主要成果:
- 该研究分析了来自9512名用户的318,950个电话,主要是老年女性.
- 社会护理和情感支持是主要的呼叫原因,在COVID-19大流行期间,呼叫量达到顶峰.
- 经常打电话的人 (1%) 产生了很大一部分的电话,运营方面的挑战包括人员配置和电话管理.
结论:
- CareLine成功地为弱势老年人提供必要的社会和情感支持.
- 高需求,特别是在疫情期间,需要提高用户参与度,人员配置和资源优化.
- 结果为全球设计和实施类似的基于电话的护理服务提供了关键的见解.
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