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Markus Jochem, Dr. Susanne Klein, Thomas Nebling

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“. Agenda. Introduction

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Markus Jochem, Dr. Susanne Klein, Thomas Nebling

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  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. Agenda • Introduction • TK´s medical advice center • Effects of using the medical advice center • Results and remaining questions

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

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

  5. Agenda • Introduction • TK´s medical advice center • Effects of using the medical advice center • Results and remaining questions

  6. 2 TK´s medical advice center Facts and figures • 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

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

  8. 2 TK´s medical advice center Aims and limits • 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)

  9. Agenda • Introduction • TK´s medical advice center • Effects of using the medical advice center • Results and remaining questions

  10. 3 Effects of using the medical advice centerCustomer research – Survey 2007 • 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 %

  11. 3 Effects of using the medical advice centerUsing the service: reason for calling I was looking for...

  12. 3 Effects of using the medical advice centerUsing the service and its effects Did the information given by TK´s medical advice center differ from the information you got from your doctor? Missing values: „I´m not in treatment“, „not sure“

  13. 3 Effects of using the medical advice centerUsing the service and its effects The information I got from the medical advice center...

  14. 3 Effects of using the medical advice centerUsing the service and its indirect effects After speaking to TK´s medical advice center, I...

  15. 3 Effects of using the medical advice centerUsing the service and its direct effects After speaking to TK´s medical advice center, I changed my mind by...

  16. Agenda • Introduction • TK´s medical advice center • Effects of using the medical advice center • Results and remaining questions

  17. 4 Results and remaining questions • 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?

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

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