Abstract
Introduction:
Call centres are increasingly utilised to provide health-care services and advice. Their use in research to monitor and track individuals with long-term health conditions such as asthma without subjecting them to regular clinic visits has yet to be validated.
Aim:
As part of an asthma health outcomes study a call centre conducted monthly interviews with patients over one year. The relationship between the research team and the call centre, as well as data quality, was reviewed.
Method:
344 patients from 31 randomly selected UK practices were called on a monthly basis. The interview included 5 questions on asthma symptoms and reliever inhaler use (generic EQ-5D), 11 on Health Service resource use due to asthma, one question on personal costs, and a self reported Peak Flow reading. Responses were recorded in Access and transferred to the research unit for analysis. At the end of the study patients were asked to give their views on the process. The data was analysed for successful interview completion and patient response.
Results:
Six patients were excluded prior to the interview process as they did not fit the inclusion criteria; a further 30 did not complete any monthly interviews. 2838 interviews from 308 patients were available for analysis. Seventy (23%) patients completed 12 or more monthly interviews and 200 (65%) between 6 and 11, but 28 (9%) had 5 or less completed interviews. Patients expressed mixed views about the timing, commitment, and standard of service offered by the call centre.
Conclusion:
Call centres can be used in clinical research if safeguards are in place. Their ability to handle large volumes of interviews needs to be offset by the provision of strict trial protocols; an effective trial coordinator, and frequent monitoring of the call centre process.
Conflict of interest and funding
Conflict of interest none.
This project was sponsored and funded by a grant from GlaxoSmithKline (UK).
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Hoskins, G., Neville, R., Donnan, P. et al. ABS68: Use of a call centre to conduct clinical research. Prim Care Respir J 15, 204 (2006). https://doi.org/10.1016/j.pcrj.2006.04.162
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DOI: https://doi.org/10.1016/j.pcrj.2006.04.162