Cohen-Mansfield, Jiska; Perach, Rotem; Kadmon Stern, Tali; Albeck, Shulamith; Rotem, Dror; Arnow, Tamara Lynn and Lerman, Yaffa. 2018. Telephone hotline for aging: Information needs, quality of service, and insights. International Social Work, 61(5), pp. 681-691. ISSN 0020-8728 [Article]

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Abstract or Description

This study examined the reasons for use and the utility of an aging-focused telephone hotline. The most common topic of inquiry was care, followed by referrals for institutional placement and financial queries. Advice from hotline professionals was reported to be useful and helpful. Yet the issue of the query was not resolved in half of the cases. Some queries may be addressed by enhancing hotline procedures, but others reflect general unmet needs that require wider systematic social changes in the information, system, and financial domains. Analysis of hotline calls can be useful for identifying areas, both for improvement for the hotline and for society.

Item Type:	Article
Identification Number (DOI):	https://doi.org/10.1177/0020872816651702
Keywords:	Care needs, caregivers, hotline, information needs, older adults
Departments, Centres and Research Units:	Psychology
Dates:	Date Event 29 June 2016 Published Online 1 September 2018 Published
Item ID:	24188
Date Deposited:	17 Sep 2018 09:50
Last Modified:	17 Sep 2018 09:50
Peer Reviewed:	Yes, this version has been peer-reviewed.
URI:	https://research.gold.ac.uk/id/eprint/24188

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