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Effects of a telephone-based medical advice center on the use of the traditional health care system

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Markus Jochem, Dr. Susanne Klein, Thomas Nebling. Techniker Krankenkasse, Hamburg, Germany ... Gynaecology. 2. TK's medical advice center. Facts and figures. 8 ... – PowerPoint PPT presentation

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Title: Effects of a telephone-based medical advice center on the use of the traditional health care system


1
Effects of a telephone-based medical advice
center on the use of the traditional health care
system
  • Markus Jochem, Dr. Susanne Klein,
    Thomas Nebling
  • Techniker Krankenkasse, Hamburg, Germany
  • EHMA Annual Conference 2008 The Politics of
    Health

2
Agenda
  1. Introduction
  2. TKs medical advice center
  3. Effects of using the medical advice center
  4. Results and remaining questions

3
Introduction Who is Techniker Krankenkasse (TK)?
Techniker Krankenkasse (TK)...
  • is the second biggest sickness fund in Germany
  • was founded in 1884
  • insures 6.3 million people
  • has 10,500 employees
  • has a budget of 18 bn EUR in 2008
  • runs a telephone-based medical advice center
    since 2001

4
Introduction Why dealing with medical patient
information?
Physician
Patient
5
Agenda
  1. Introduction
  2. TKs medical advice center
  3. Effects of using the medical advice center
  4. Results and remaining questions

6
TKs medical advice center Facts and figures
  • Service runs 24/7, even on weekends and public
    holidays
  • Doctors only-service no information is given
    by anybody who is not a trained physician
  • 90 doctors of nearly all specialisations
  • All of them are still working in hospitals or in
    a doctors practice

7
TKs medical advice center Facts and figures
  • More than 200,000 inbound calls per year
  • Average call lasts 12 minutes
  • TOP 5 most asked subjects
  • General medicine
  • Dental care
  • Paedriatics
  • Orthopaedy
  • Gynaecology

8
TKs medical advice center Aims and limits
  • Giving high quality information based on medical
    guidelines
  • Informing about proper ways of maintaining,
    recovering or improving health
  • Providing information, sources and data to avoid
    inappropriateness and inefficiency in medical
    treatment
  • But its only information ? no diagnosis, no
    instruction (prohibited by German law)

9
Agenda
  1. Introduction
  2. TKs medical advice center
  3. Effects of using the medical advice center
  4. Results and remaining questions

10
Effects of using the medical advice
centerCustomer research Survey 2007
  • 6,000 users of the medical advice center were
    selected randomly
  • Four-page questionnaire
  • Key questions
  • What intention did you have when calling the
    medical advice center?
  • Did the use of the service have any effect on
    your planned use of the health care system?
  • Which advantages did the service provide for you?
  • Response quota 53

11
Effects of using the medical advice centerUsing
the service reason for calling
I was looking for...
...informations on a disease 36.1
...help to make a decision 30.7
...a second opinion 28.3
...information about a therapy 19.8
...information about pharmaceuticals 12.8
...information about a surgery 9.7
12
Effects of using the medical advice centerUsing
the service and its effects
Did the information given by TKs medical advice
center differ from the information you got from
your doctor?
Yes, completely 15.5
Yes, partially 34.6
No, not at all 39.4
Missing values Im not in treatment, not sure
13
Effects of using the medical advice centerUsing
the service and its effects
The information I got from the medical advice
center...
...was easy to understand 88.3
...was helpul 77.3
...answered the questions I had satisfactory 72.2
...were new to me 47.4
14
Effects of using the medical advice centerUsing
the service and its indirect effects
After speaking to TKs medical advice center, I...
...now know more about the subject in question 70.5
...can use the information I already had better 55.9
...was able to handle an illness better 41.5
...understand better, what my doctor does and why he does it 36.8
...I eat healthier, smoke less or exercise more 15.6
15
Effects of using the medical advice centerUsing
the service and its direct effects
After speaking to TKs medical advice center, I
changed my mind by...
...talking to my doctor again about my therapy 52.0
...visiting another doctor 24.3
...taking checks or treatments other than planned 20.9
...not buying or using pharmaceuticals 10.6
...I cancelled a planned visit to the doctor 8.2
...I cancelled a planned hospital stay 4.9
The information I got had effects on decisions I made 60.6
16
Agenda
  1. Introduction
  2. TKs medical advice center
  3. Effects of using the medical advice center
  4. Results and remaining questions

17
Results and remaining questions
  • With its telephone-based medical advice center,
    TK seems to be able to influence the use of the
    traditional health care system
  • The patient acknowledges the information given by
    the medical advice center as understandable and
    helpful and possibly more helpful than the
    information he got from his doctor
  • With regard to the direct effects on the use of
    the health care system are the decisions made by
    the patient after the phone call (always)
    correct?
  • If the informtion given in the doctors practice
    is estimated by the patient as being less
    appropriate and helpful, what can be done to
    enhance it?

18
Thank you for your attention!
Contact thomas.nebling_at_tk-online.de
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