A 2-1-1 Research Collaboration Participant Accrual and Service Quality Indicators
A 2-1-1 Research Collaboration Participant Accrual and Service Quality Indicators
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DOI：
10.1016/j.amepre.2012.09.007
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发表时间：
2012-12-01
影响因子：
5.5
通讯作者：
Greer, Regina
中科院分区：
文献类型：
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作者：
Eddens, Katherine S.;Alcaraz, Kassandra I.;Greer, Regina
背景：在危机时期，2-1-1 在很多方面都可以充当生命线。这些危机通常会导致呼叫量激增，从而挑战 2-1-1 满足其服务质量标准的能力。对于通过 2-1-1 收集数据的研究人员来说，通话量的突然增加可能会减少应计数据，因为 2-1-1 执行研究方案的时间较少。嵌入 2-1-1 系统中的研究活动可能会直接影响 2-1-1 服务质量指标。目的：利用 2-1-1 研究合作的数据，本文研究了危机对 2-1-1 通话量的影响、通话量如何影响 2-1-1 的研究参与者应计，以及研究招募工作如何影响 2-1-1 服务质量指标。方法：使用 t 检验来检验通话量对研究参与者的影响应计。使用线性和逻辑回归来检验研究参与者应计对 2-1-1 服务质量指标的影响。数据收集于2010年6月至2011年12月；数据于 2012 年进行分析。 结果：此次合作的结果表明，导致呼叫量激增的危机会对 2-1-1 服务质量指标以及研究参与者的增加产生不利影响。进行简短（2-3 分钟）的健康风险评估不会对服务质量产生负面影响，但进行较长（15-18 分钟）的调查会对这些指标产生适度的不利影响。结论：在 2-1-1 研究合作中，合作双方需要了解呼叫量、研究应计费用和服务质量之间的动态关系，并相应地调整预期。如果研究目标包括进行更长时间的调查，则可能需要增加 2-1-1 呼叫中心的人员配置，以避免影响服务质量。 (Am J Prev Med 2012;43(6S5):S483-S489) (C) 2012 美国预防医学杂志
Background: In times of crises, 2-1-1 serves as a lifeline in many ways. These crises often cause a spike in call volume that can challenge 2-1-1's ability to meet its service quality standards. For researchers gathering data through 2-1-1s, a sudden increase in call volume might reduce accrual as 2-1-1 has less time to administer study protocols. Research activities imbedded in 2-1-1 systems may affect directly 2-1-1 service quality indicators.Purpose: Using data from a 2-1-1 research collaboration, this paper examines the impact of crises on call volume to 2-1-1, how call volume affects research participant accrual through 2-1-1, and how research recruitment efforts affect 2-1-1 service quality indicators.Methods: t-tests were used to examine the effect of call volume on research participant accrual. Linear and logistic regressions were used to examine the effect of research participant accrual on 2-1-1 service quality indicators. Data were collected June 2010-December 2011; data were analyzed in 2012.Results: Findings from this collaboration suggest that crises causing spikes in call volume adversely affect 2-1-1 service quality indicators as well as accrual of research participants. Administering a brief (2-3 minute) health risk assessment did not affect service quality negatively, but administering a longer (15-18 minute) survey had a modest adverse effect on these indicators.Conclusions: In 2-1-1 research collaborations, both partners need to understand the dynamic relationship among call volume, research accrual, and service quality and adjust expectations accordingly. If research goals include administering a longer survey, increased staffing of 2-1-1 call centers may be needed to avoid compromising service quality. (Am J Prev Med 2012;43(6S5):S483-S489) (C) 2012 American Journal of Preventive Medicine