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Barriers and facilitators to using NHS Direct: a qualitative study of `users’ and `non-users’

Overview of attention for article published in BMC Health Services Research, October 2014
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About this Attention Score

  • Good Attention Score compared to outputs of the same age (66th percentile)
  • Above-average Attention Score compared to outputs of the same age and source (54th percentile)

Mentioned by

twitter
5 tweeters

Citations

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3 Dimensions

Readers on

mendeley
25 Mendeley
Title
Barriers and facilitators to using NHS Direct: a qualitative study of `users’ and `non-users’
Published in
BMC Health Services Research, October 2014
DOI 10.1186/s12913-014-0487-3
Pubmed ID
Authors

Erica J Cook, Gurch Randhawa, Shirley Large, Andy Guppy, Angel M Chater, Nasreen Ali

Abstract

BackgroundNHS Direct, introduced in 1998, has provided 24/7 telephone-based healthcare advice and information to the public in England and Wales. National studies have suggested variation in the uptake of this service amongst the UK¿s diverse population. This study provides the first exploration of the barriers and facilitators that impact upon the uptake of this service from the perspectives of both `users¿ and `non- users¿.MethodsFocus groups were held with NHS Direct `users¿ (N¿=¿2) from Bedfordshire alongside `non-users¿ from Manchester (N¿=¿3) and Mendip, Somerset (N¿=¿4). Each focus group had between five to eight participants. A total of eighty one people aged between 21 and 94 years old (M: 58.90, SD: 22.70) took part in this research. Each focus group discussion lasted approximately 90 minutes and was audiotape-recorded with participants¿ permission. The recordings were transcribed verbatim. A framework approach was used to analyse the transcripts.ResultsThe findings from this research uncovered a range of barriers and facilitators that impact upon the uptake of NHS Direct. `Non-users¿ were unaware of the range of services that NHS Direct provided. Furthermore, `non-users¿ highlighted a preference for face-to face communication, identifying a lack of confidence in discussing healthcare over the telephone. This was particularly evident among older people with cognitive difficulties. The premium cost to telephone a `0845¿ number was also shown to be a barrier to access NHS Direct, expressed more often by `non-users¿ from deprived communities. NHS Direct `users¿ identified that awareness, ease of use and convenience were facilitators which influenced their decision to use the service.ConclusionsAn understanding of the barriers and facilitators which impact on the access and uptake of telephone-based healthcare is essential to move patients towards the self-care model. This research has highlighted the need for telephone-based healthcare services to increase public awareness; through the delivery of more targeted advertising to promote the service provision available.

Twitter Demographics

The data shown below were collected from the profiles of 5 tweeters who shared this research output. Click here to find out more about how the information was compiled.

Mendeley readers

The data shown below were compiled from readership statistics for 25 Mendeley readers of this research output. Click here to see the associated Mendeley record.

Geographical breakdown

Country Count As %
Switzerland 1 4%
United Kingdom 1 4%
Unknown 23 92%

Demographic breakdown

Readers by professional status Count As %
Student > Ph. D. Student 10 40%
Student > Bachelor 5 20%
Unspecified 4 16%
Researcher 3 12%
Student > Master 2 8%
Other 1 4%
Readers by discipline Count As %
Medicine and Dentistry 5 20%
Unspecified 4 16%
Nursing and Health Professions 4 16%
Social Sciences 4 16%
Business, Management and Accounting 2 8%
Other 6 24%

Attention Score in Context

This research output has an Altmetric Attention Score of 3. This is our high-level measure of the quality and quantity of online attention that it has received. This Attention Score, as well as the ranking and number of research outputs shown below, was calculated when the research output was last mentioned on 08 December 2015.
All research outputs
#6,340,256
of 12,501,242 outputs
Outputs from BMC Health Services Research
#2,011
of 4,144 outputs
Outputs of similar age
#93,022
of 285,192 outputs
Outputs of similar age from BMC Health Services Research
#216
of 494 outputs
Altmetric has tracked 12,501,242 research outputs across all sources so far. This one is in the 48th percentile – i.e., 48% of other outputs scored the same or lower than it.
So far Altmetric has tracked 4,144 research outputs from this source. They typically receive a little more attention than average, with a mean Attention Score of 6.4. This one has gotten more attention than average, scoring higher than 50% of its peers.
Older research outputs will score higher simply because they've had more time to accumulate mentions. To account for age we can compare this Altmetric Attention Score to the 285,192 tracked outputs that were published within six weeks on either side of this one in any source. This one has gotten more attention than average, scoring higher than 66% of its contemporaries.
We're also able to compare this research output to 494 others from the same source and published within six weeks on either side of this one. This one has gotten more attention than average, scoring higher than 54% of its contemporaries.