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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.

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Presentation on theme: "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."— Presentation transcript:

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 2 Agenda 1Introduction 2TK´s medical advice center 3Effects of using the medical advice center 4Results and remaining questions

3 3 …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 Techniker Krankenkasse (TK)... 1 Introduction Who is Techniker Krankenkasse (TK)?

4 4 1 Introduction Why dealing with medical patient information? Physician Patient

5 5 Agenda 1Introduction 2TK´s medical advice center 3Effects of using the medical advice center 4Results and remaining questions

6 6 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 doctor´s practice 2 TK´s medical advice center Facts and figures

7 7 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 2 TK´s medical advice center Facts and figures

8 8 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 it´s only information no diagnosis, no instruction (prohibited by German law) 2 TK´s medical advice center Aims and limits

9 9 Agenda 1Introduction 2TK´s medical advice center 3Effects of using the medical advice center 4Results and remaining questions

10 10 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 % 3 Effects of using the medical advice center Customer research – Survey 2007

11 11 I was looking for... 3 Effects of using the medical advice center Using the service: reason for calling...informations on a disease36.1 %...help to make a decision30.7 %...a second opinion28.3 %...information about a therapy19.8 %...information about pharmaceuticals12.8 %...information about a surgery9.7 %

12 12 Did the information given by TK´s medical advice center differ from the information you got from your doctor? 3 Effects of using the medical advice center Using the service and its effects Yes, completely15.5 % Yes, partially34.6 % No, not at all39.4 % Missing values: I´m not in treatment, not sure

13 13 The information I got from the medical advice center... 3 Effects of using the medical advice center Using the service and its effects...was easy to understand88.3 %...was helpul77.3 %...answered the questions I had satisfactory72.2 %...were new to me47.4 %

14 14 After speaking to TK´s medical advice center, I... 3 Effects of using the medical advice center Using the service and its indirect effects...now know more about the subject in question70.5 %...can use the information I already had better55.9 %...was able to handle an illness better41.5 %...understand better, what my doctor does and why he does it36.8 %...I eat healthier, smoke less or exercise more15.6 %

15 15 After speaking to TK´s medical advice center, I changed my mind by... 3 Effects of using the medical advice center Using the service and its direct effects...talking to my doctor again about my therapy52.0 %...visiting another doctor24.3 %...taking checks or treatments other than planned20.9 %...not buying or using pharmaceuticals10.6 %...I cancelled a planned visit to the doctor8.2 %...I cancelled a planned hospital stay4.9 % The information I got had effects on decisions I made60.6 %

16 16 Agenda 1Introduction 2TK´s medical advice center 3Effects of using the medical advice center 4Results and remaining questions

17 17 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 doctor´s practice is estimated by the patient as being less appropriate and helpful, what can be done to enhance it? 4 Results and remaining questions

18 Thank you for your attention! Contact: thomas.nebling@tk-online.de


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