Introduction of a recorded health information line into a pediatric practice

Objective: To examine the utilization, satisfaction, and parental health-se eking behavior associated with the introduction of the Parent Advice Line ( PAL), a collection of 278 recorded health-related messages accessible by te lephone, into a private practice. Design: Booklets listing PAL topics were mailed to eligible families, and u tilization data were collected for all incoming PAL calls from June to Augu st 1996. Satisfaction and effect on health-seeking behavior were assessed u sing a recorded questionnaire appended to each call (n=561) and a randomize d telephone questionnaire (n=821). Setting: A suburban, 7-pediatrician practice in Colorado. Patients: Families with children younger than 12 years seen in the practice within 2 years (N=8365). Results: Of families who reported receiving the mailed PAL booklet, 32% use d PAL. Sixty percent of PAL calls were placed during office hours, 21% from 5 PM to 9 PM. and 8% after midnight; call volume was higher on weekdays th an on weekend days (25 calls per day vs 10 calls per day, respectively; P<. 05 by chi(2) test). The 5 most commonly requested to[,ic categories were to ilet training, sexual development, discipline problems, sleep problems, and teenage behavior. Preventive care topics pre-dominated in infants, behavio ral topics in preschool children, and acute illness topics in school-aged c hildren. Of users, 88% were satisfied or very satisfied and 98% said that t hey would use PAL again. Respondents to the 2 questionnaires reported that use of PAL made a call or visit to their child's physician unnecessary 58% to 69% and 61% to 70% of the time, respectively. Conclusions: The PAL was used primarily to access information about behavio ral and developmental issues during office hours. Its use was associated wi th high rates of satisfaction and, by parental report, decreased calls or v isits to a physician.