The development of a Health Call Centre in Hong Kong: a study on the perceived needs of patients.

OBJECTIVES To assess the preference for the development of a Health Call Centre and the perceived needs of patients in Hong Kong. DESIGN Cross-sectional, questionnaire-based survey. SETTING Two general out-patient clinics from health facilities in a geographical region in Hong Kong. PARTICIPANTS Patients aged 18 years or above were recruited for the study, which was conducted between January and March 2009. MAIN OUTCOME MEASURES Patients' perspectives of a Health Call Centre, perceived needs for services, perceived health status, and socio-demographic status. RESULTS A total of 403 participants completed the questionnaire with a response rate of 78%. A total of 342 (85%) supported the development of a Health Call Centre. Providing basic health and chronic disease information, current health conditions and treatment information, and caregiver support advice were cited as the top perceived needs on the development of a Health Call Centre. Adjusting for age, education, and individual monthly income, participants aged 31 to 64 years (odds ratio=4.37; 95% confidence interval, 1.92-9.99; P<0.001) and caregivers (odds ratio=3.41; 95% confidence interval, 1.21-9.59; P=0.020) were more likely to use the Health Call Centre. Presence of chronic illness had no significant correlation with the use of a Health Call Centre (odds ratio=1.43; 95% confidence interval, 0.69-3.00; P=0.340). CONCLUSIONS This is the first study to assess the preferences for the development of a Health Call Centre and the perceived needs of patients in Hong Kong. The majority supported the development of a Health Call Centre. Services provided could meet the general needs of all patients and caregivers, and be accessible to old people.