Telephone hotline for aging: Information needs, quality of service, and insights

Jiska Cohen-Mansfield, Rotem Perach, Tali Kadmon Stern, Shulamith Albeck, Dror Rotem, Tamara Lynn Arnow

Research output: Contribution to journalArticlepeer-review

Abstract

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.

Original languageEnglish
Pages (from-to)681-691
Number of pages11
JournalInternational Social Work
Volume61
Issue number5
DOIs
StatePublished - 1 Sep 2018

Keywords

  • Care needs
  • caregivers
  • hotline
  • information needs
  • older adults

Fingerprint

Dive into the research topics of 'Telephone hotline for aging: Information needs, quality of service, and insights'. Together they form a unique fingerprint.

Cite this