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[The context of an emergency service: with the word, the user].

This article presents parts of a qualitative research of a "case-study" type. Through free observation, documents research and a non-structured interview the information was gathered. The purpose of this work was to become aware of the user's understanding of an emergency service, considering the environment and the way he/she was treated. The group of participants for this matter were in 12 adults in which became inpatients after being examined at the emergency service. After analysing the data, the result was obtained and divided in the following categories: anything you need, go to the emergency service; that assessment; here everything is done; it isn't pleasant at all; I only have to thank.

Communication↗

Utilization, patient satisfaction, and cost implications of acupuncture, massage, and naturopathic medicine offered as covered health benefits: a comparison of two delivery models.

CONTEXT: Increasing numbers of health plans in the United States offer complementary and alternative medicine (CAM) benefits despite limited information. OBJECTIVE: To determine the utilization rates and costs associated with providing CAM services in 2 benefit designs, and to determine the satisfaction of patients in both plans. DESIGN: Two health plans were identified: a traditional indemnity plan offered through a defined preferred provider organization (PPO) of CAM providers and a health maintenance organization (HMO). Costs and utilization rates for CAM services were compared during a 1-year period of coverage beginning November 1, 1996. SETTING AND PARTICIPANTS: 1091 patients in both plans who used CAM services during the month of May 1997 in Washington state. RESULTS: Only 1% of all patients covered for CAM accessed these services during the study period. A significantly higher percentage of patients in the PPO plan (1.2%) used CAM services compared to the HMO plan (0.6%) (P < .001). However, the average total cost of annual CAM services (plan benefit + user contribution) was similar ($347 in the HMO and $376 in the PPO), and the price per member per month was nearly identical ($0.20 in the HMO and $0.19 in the PPO). Most users perceived these services as helpful. CONCLUSIONS: Utilization of CAM services and per member per month costs were lower than expected given the high interest in CAM services reported in consumer surveys. The high level of satisfaction with CAM services and self-reported decrease in the use of pain medications suggests the need for prospective studies examining the effect of CAM treatments.

Acupuncture Therapy↗

Quality of health care from patient perspectives.

The quality of health care is the consequence of strong link between service providers and user of the services. Perceived quality is one of the principal determinant of utilisation and non-utilisation of health services, a major issue in developing countries. Considering this, the present study was aimed to assess the quality of care in in-patient and outpatient departments of rural and urban government hospitals in Bangladesh. A total of 2420 patients were interviewed. The patients were selected by using systematic random sampling technique. Results revealed that age, waiting time, time spent for patient examination, place of treatment, income, years of schooling and male sex appeared to be independent predictors of patient satisfaction (p<0.001). Age, waiting time and years of schooling were negatively related with level of satisfaction indicating younger patients, less waiting time and patients with less education were more satisfied, whereas time spent for examination, income were positively related with patient's satisfaction. Patients attending at the urban hospitals and male sex were also significantly associated with patient's satisfaction. The study recommends that both short and long-term policy action should be adopted for quality assurance of the existing health care facilities in Bangladesh.

Adult↗

A hospital-wide picture archiving and communication system (PACS): the views of users and providers of the radiology service at Hammersmith Hospital.

OBJECTIVE: To obtain users' views of the new picture archiving and communication system (PACS) from clinical and radiological staff at Hammersmith Hospital, UK. METHODS: Semi-structured interviews were used to ascertain the views of staff, following an interview schedule which covered aspects of: (1) their use of PACS, (2) facilities available, (3) the perceived quality of images, (4) reporting, (5) image availability, (6) image accessibility, (7) training, and (8) ease of use of PACS. RESULTS: Interviews were carried out with 34 key users and providers of the radiological service at Hammersmith Hospital. Overall, staff were very satisfied with PACS particularly in terms of image availability. All staff said that they preferred PACS to the previous, conventional radiology service. CONCLUSIONS: The key implications of issues raised by staff were: the impact of 'down-time' and the importance of an efficient back-up system, the requirement for sufficient short-term storage to prevent images being off-line during clinical situations, the usefulness of the folder system for management of the images, the need to access images for teaching purposes, the advantage of having a default display protocol to facilitate radiological reporting, and the requirement for flexible, yet effective, training to ensure that the system is utilised to its full potential by users.

Attitude of Health Personnel↗

Another way to look at high service utilization: the contribution of disability.

OBJECTIVES: High users of health services are usually identified in terms of their health complications stemming from the coincidence of a number of chronic conditions. Instead, this analysis attempts to characterize high users in terms of disability, based on the belief that disability provides a more detailed and accurate representation of functional needs and health consequences. The study compares the characteristics of high users of health services among Canadian adults (aged 20-65) with those of low to moderate users and non-users. METHODS: Secondary analysis of data collected for the National Population Health Survey, a cross-sectional public-use population-based national survey, conducted in 1998-99. RESULTS: No matter how disability is conceptualized and measured, it has the strongest association of all the variables considered with health service utilization. Whether looking at the simple presence of a disability or at specific impairments or activity restrictions, there is at least a two-fold increase in the risk of high use over the non-disabled. CONCLUSIONS: The present study challenges the clinical wisdom that high users should be the target for efforts to reduce the overall consumption of health services. Many high users consume on the basis, not of choice, but of need rooted in disability. Moreover, when compared with low or moderate service users, their clinical condition is exacerbated by social factors, including lower income, less education and less immediate family support. Equity cannot be achieved by focusing on reducing consumption by this clinically and socially vulnerable group.

Adult↗

Learning difficulties: staff support needs in residential services.

The past 20 years have witnessed a movement away from hospital-based care and accommodation for people with learning difficulties towards dispersed housing in the community. This affects not only the users of such services but also the staff employed to work with them. Because of this, it is important to closely monitor whether the need for staff support and staff development is being met appropriately. This article discusses the results of a survey carried out by Mansfield and Ashfield Community Mental Handicap Team to evaluate such service provision by interviewing the managers of residential services. It was found that the areas of largest perceived shortfall between need and provision were meetings between staff from different residential units and training in the skills of counselling, keyworking and liaising with the relatives of service users. The implications of the survey for service planning and future research are discussed.

Adult↗

Estimating numbers of injecting drug users in metropolitan areas for structural analyses of community vulnerability and for assessing relative degrees of service provision for injecting drug users.

This article estimates the population prevalence of current injection drug users (IDUs) in 96 large US metropolitan areas to facilitate structural analyses of its predictors and sequelae and assesses the extent to which drug abuse treatment and human immunodeficiency virus (HIV) counseling and testing are made available to drug injectors in each metropolitan area. We estimated the total number of current IDUs in the United States and then allocated the large metropolitan area total among large metropolitan areas using four different multiplier methods. Mean values were used as best estimates, and their validity and limitations were assessed. Prevalence of drug injectors per 10,000 population varied from 19 to 173 (median 60; interquartile range 42-87). Proportions of drug injectors in treatment varied from 1.0% to 39.3% (median 8.6%); and the ratio of HIV counseling and testing events to the estimated number of IDUs varied from 0.013 to 0.285 (median 0.082). Despite limitations in the accuracy of these estimates, they can be used for structural analyses of the correlates and predictors of the population density of drug injectors in metropolitan areas and for assessing the extent of service delivery to drug injectors. Although service provision levels varied considerably, few if any metropolitan areas seemed to be providing adequate levels of services.

Counseling↗

Identifying and characterizing one-time and never users of mammography screening services among medicare eligible women.

BACKGROUND: Despite eligibility for a screening mammogram once every 2 years from 1991 to 1997, only a small percentage of Medicare women utilized this benefit. We examined mammography use among 388,707 North Carolina Medicare women from 1994 to 1997 to identify characteristics of one-time and never users of mammography. METHODS: Data were obtained from North Carolina Medicare mammography claims and enrollment files from 1994 to 1997. Women ages 65+ as of 01/01/1994, continuously enrolled in Medicare from 1994 to 1997, and alive as of 12/31/1997 were included in the sample (n = 388,707). Mammogram use was categorized as never, once, or at least twice during 1994/1995 and 1996/1997. Women with at least one mammography claim during 1994/1995 and at least one mammography claim during 1996/1997 were called repeat users, women with one mammography claim during the 4 years were labeled one-time users, and women with zero mammography claims during the 4 years were termed never users. Multivariate logistic regression analyses were conducted to determine associations between characteristics and mammography frequency. RESULTS: Biennial mammography claims data rates were 35.3% in 1994/1995 and 41.8% in 1996/1997. Compared with all other users, one-time users (n = 108,899) were more likely to be ages 65-74 (vs 75-84 and 85+), live in an urban versus rural county, and be eligible for Medicare only versus Medicare and Medicaid. Never users (n = 184,545) were more likely to be ages 85+, be non-Caucasian, live in a rural county, and be eligible for both Medicare and Medicaid versus Medicare. CONCLUSIONS: These results demonstrate different demographic characteristics for one-time and never mammography users. This approach of using multiple years of claims data to segment the targeted population provides the opportunity to tailor interventions to subgroups.

Aged↗

Seroprevalence of human T cell leukaemia/lymphoma virus type I (HTLV-I) in pregnant women, patients attending venereological outpatient services and intravenous drug users from Slovenia.

To establish current seroprevalence of human T cell leukaemia/lymphoma virus type I (HTLV-I) infection in some low- and high-risk populations from Slovenia, 10,369 and 869 serum samples collected during Slovenian 1994 unlinked surveys of human immunodeficiency viruses seroprevalence in pregnant women and patients attending venereological outpatient services, respectively, and 219 serum samples collected from Slovenian intravenous drug abusers during 1995 and 1996, were screened for the presence of anti-HTLV-I antibodies using commercial particle agglutination test Serodia HTLV-I (Fujirebio, Tokyo, Japan). Only one sample obtained from a pregnant woman was found repeatedly positive in the screening test. Presence of anti-HTLV-I antibodies in the reactive sample was undoubtedly confirmed with supplemental Western blot test. The prevalence of antibodies to HTLV-I in the Slovenian population might be somewhere between one in 10,000 (0.01%) and one in 15,000 (0.0066%), which is similar or even higher to prevalence rates in other European countries.

Adolescent↗

User evaluation of an arthritis information telephone service.

Arthritis patients are prone to misperceptions, forgetfulness, and the use of unproven remedies. They also may become noncompliant and be unaware of community resources. Informational or educational programs such as the Arthritis Information Service of Alabama may be useful for reducing these problems. There have been several reports concerning the use of telephone services (e.g.), for providing information about specific diseases but few concerning arthritis. An important step in the evaluation of a telephone information service is the surveying of user opinions concerning the service's procedures and its benefits. The purposes of the present study were to estimate the percentage of users who believed they had benefited from service usage, to identify the potential benefits of service usage, and to identify the groups most likely to report benefits.

Arthritis↗

Sustainable practice: how practice development frameworks can influence team work, team culture and philosophy of practice.

The current political agenda to adapt mental health services to meet contemporary needs is changing the way that psychiatric rehabilitation is organized and focused. This comparatively new branch of mental health services has over the past 20 years been subject to continual change, both through policy and clinical directive. The author argues that this consistent process of change has destabilized the clarity that is needed to offer the style of care and support that users of rehabilitation services require. Whilst broad aims of rehabilitation remain relatively clear the increasing options of principles and approaches towards rehabilitation have overwhelmed both service users and those working within the service. In this paper, author seeks to resolve these problems by providing an overview of a practice development framework that was applied to eight psychiatric rehabilitation teams over a 4 year period. The paper contains examples of equitable structures that have developed as a result of applying these frameworks. Attention is given to the creation of a representative council of service stakeholders and a paradigm of practice that has become integrated into the philosophical functioning of the teams. The tangible results of the process are ones of increased opportunity and fulfillment for those involved in the study.

Community Participation↗

["We do what we can": health service providers facing the utilization problem].

This study presents the second part of the general results obtained by a qualitative study conducted within the National Health Survey II. The object of this study was to identify main patterns and micro-social determinants which affect the process of selection and utilization of health services in order to propose policies aimed at more equity, quality and efficiency in health service delivery. The study was conducted in urban areas among the middle and middle-low class sectors. A total of 192 individual open-ended interviews and eight focus groups were completed among health users in four cities. Also, 61 service providers both from public and private services were interviewed. Since a previous work reported findings related to health service users, this study focuses only on the results pertaining to health service providers. The first part briefly discusses the study design which allowed to explore the meaning that actors--health service providers--attach to their job and working conditions. The second part presents the main findings. The sense of economic and material precariousness with which health providers from public institutions do their work is among the most important results. Common conflicts between health service users and providers are also mentioned, mainly those which arise from the organizational problems of the health center and from the scarcity of the basic drug stock. The third part reports the main coincidences and divergences between health service users and providers. Some of the divergences may be the reason for the under-utilization of health services. The work concludes with a series of policy recommendations aimed at improving the quality and opportunity of health services provided by public institutions for the needs of the population.

Delivery of Health Care↗

Help-seeking and referrals in a needle exchange: a comprehensive service to injecting drug users.

From November 1987 to March 1989 total number of clients, visits made, including numbers of new clients and second visits, and referrals to other agencies were routinely monitored at The Cleveland Street Needle Exchange, the Middlesex Hospital, London. During the study period a total of 510 onward referrals were made, involving 277 clients. Of these, 305 (59.7%) were to drug agencies and 187 (36.7%) to medical services. A sample of clients were interviewed to identify demographic and behavioural characteristics. Comparisons were made between those clients receiving referrals and the general client population; no significant differences were found in terms of sex, age and current patterns of drug use. However, those who accepted and took up referrals were found to have begun opiate use, injecting drug use and daily injecting at an earlier age than the general client population. The scheme attracts and retains its clients and provides a comprehensive service to a client group not currently in contact with other services.

Adolescent↗

Use of hospital services by chronic schizophrenics in the community.

A sample of chronic schizophrenic patients from an urban community, living outside hospital, were reassessed on the Present State Examination one year after a first examination. During this time their use of psychiatric hospital services was recorded. One hundred and two patients had satisfactory interviews on both occasions. These could be divided into Heavy, Medium and Light users of services, the numbers being 8, 14 and 63 respectively, while 17 only saw their general practitioners or had no treatment. A ranking of the sample in terms of severity showed no correlation with use of these services; second PSE scores were not significantly different from the first. Heavy and Medium users of hospital services were in contact with Social Services to a significantly greater extent than other patients.

Chronic Disease↗

A profile of users of specialty pain clinic services: predictors of use and cost estimates.

During the past decade, the multidisciplinary pain clinic has become a popular alternative to the traditional treatment of persistent pain. There is, however, little information describing this population of health care users nor the impact this new demand has on utilization of health care services. The objectives of this study were three fold: to develop a profile of the characteristics of patients referred to a specialty pain clinic including their psychosocial adjustment to their condition; to identify predictors of the use of the specialty services; and to estimate the cost of health service utilization. This historical cohort analytic survey of 571 patients referred to the clinic assessed them for exposure to selected referral variables through a chart review and sampled (n = 222) these patients' current adjustment and health service use through mailed questionnaire. There were four types of use of specialty clinic services. These included: non-users (n = 210); consultation only (n = 180); and the remaining 32% of the referrals were divided between "users-non complete" (n = 98) and "users-complete" (n = 83). "User" groups were similar in characteristics to each other at referral and follow-up on all the major variables with the exception of two factors: non-users lived further from the clinic than users and users were rated as psychologically more vulnerable than non-users. The best predictors for attending the clinic were the presence of referral information from the referring physician and the geographic location of the patient's referring physician. The prevalence of poor psychosocial adjustment was 55.7%, high by comparison with other specialty clinics. Seventy percent of the variance in psychosocial adjustment to chronic pain was explained by social and cognitive variables. In addition, users of specialty pain clinic services generated proportionately less costs in the use of other health services when they were compared to non-users. The importance of social support and meaning of illness variables in predicting psychosocial adjustment to chronic pain is corroborated in this study as is the relevance of the pain clinic cognitive behavioural approach for these problems. In addition, compared to other chronic pain sufferers with similar characteristics, it appears that the use of the pain clinic contains the use of other services and thus has an important economic impact.

Adaptation, Psychological↗

Evaluation of a low-threshold clinic for opiate-dependent drug users.

This study reports on the development and outcome of a Low Threshold Clinic (LTC) for opiate-dependent drug users. The service originated as a nursing initiative within an inner city Drug Dependency Centre (DDC) and its rationale and treatment approach are explored in relation to the literature and local circumstances. Client baseline and outcome data were systematically gathered to assess service uptake and service efficacy in terms of client outcome. Data are presented for the first two years of operation during which a total of 59 clients entered the LTC. The sociodemographic characteristics and patterns of drug use among this group suggest the service was successful in targeting clients who previously failed to enter traditional treatment programmes despite initial referral to the DDC. Outcome data indicate a tendency for clients to inject less frequently, engage in less criminal activity and, by 12 months, to reduce their dose of prescribed methadone whilst attending the LTC. Tentative conclusions are drawn concerning the value of this service for 'hard-to-reach' drug users and those who may be at a precontemplation stage of change. Recommendations are made for a more comprehensive evaluative study that involves comparison with other treatment approaches.

Adult↗

Babies and bathwater: the case for evaluation in maternity services.

Evaluation of publicly funded services is an issue of accountability but also of continuous improvement. In health care services, the users can be adversely affected by poor services and the financial, psychosocial and physical costs can be enormous. It is increasingly important that evaluation be targeted at decreasing health inequalities so that the widening gap between the wealthy and poor can be reduced. The provision of maternity services in western countries has changed over the past few decades and is an excellent case study of the importance of evaluation and evidence-based research. This paper discusses the general context of changes to maternity services and briefly reports on a comparative study of low-risk women choosing birth centre or traditional labour ward care.

Adult↗

Ryan White Title I Survey: services for HIV-positive substance users.

People living with HIV/AIDS who are also substance users need primary health care, substance abuse treatment, and support services. They also require care delivery strategies that are comprehensive and innovative. Forty-three of 51 Ryan White Care Act Title I grantees funding 197 substance abuse treatment agencies in the United States participated in this study. Grantees were surveyed to determine (1) use of Title I funding to provide services for HIV-positive substance users, (2) the types of substance abuse services provided, (3) strengths and weaknesses of different metropolitan substance abuse service delivery systems, (4) sources of information used to assess the needs of substance users, (5) gaps in knowledge about substance users and their service needs, and (6) examples of successful strategies within the eligible metropolitan areas. The results of the study demonstrate that most grantees use Title I funds to support some form of substance abuse treatment for people with HIV; however, many do not use the funds to address the barriers to care that they identified. Lack of provider knowledge, expertise, and awareness, were cited as important barriers to care by a majority of the grantees. The availability of harm reduction approaches to care is an area in which there is wide variation. Several Title I programs have supported innovative programs for HIV positive substance users that may be used elsewhere as program models. It is important to find ways to incorporate these issues into the needs assessment and service prioritization process.

Adult↗