UK Breastfeeding Helpline support An investigation of influences upon satisfaction 英文参考文献.docVIP

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UK Breastfeeding Helpline support An investigation of influences upon satisfaction 英文参考文献.doc

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UK Breastfeeding Helpline support An investigation of influences upon satisfaction 英文参考文献

Thomsonetal.BMCPregnancyandChildbirth2012,12:150 /1471-2393/12/150 RESEARCH ARTICLE OpenAccess UKBreastfeedingHelplinesupport:An investigationofinfluencesuponsatisfaction GillThomson1*,NicolaCrossland1,FionaDykes1andChrisJSutton2 Abstract Background:Helplineserviceshavebecomeanincreasinglypopularmodeofprovidingcommunityaccessto informationandexpertinformationandadviceinthehealthandwelfaresector.Thispaperreportsondata collectedfrom908callerstoUK-basedbreastfeedinghelplines. Methods:Amixedmethodsdesignwasadoptedutilisingastructuredinterviewscheduletoelicitcallers experiencesofthehelpandsupportreceived.Inthispaperwereportonaseriesofmultipleregressionmodels undertakentoelicitthevariablesassociatedwithcallers’‘overallsatisfaction’withthehelplineservice.Threemodels wereconstructed;1)callerdemographic/callcharacteristics;2)attitudesandeffectivenessofservicecharacteristics and3)impactofsupportoncallerwellbeing. Results:Overall,74.6%ofcallerswereverysatisfied,and19.8%weresatisfiedwiththehelpandsupportreceived bythehelplineservice.Thecallerdemographic/callcharacteristicsfoundtohaveasignificantrelationshipwith overallsatisfactionrelatedtotheeaseofgettingthroughtothehelplineandwhetherthewomanhadpreviously breastfed.Servicecharacteristicsassociatedwithoverallsatisfactionrelatedtowhethertheinformationreceivedwas helpfulandwhetherthesupporthelpedtoresolvetheirissues.Theextenttowhichthevolunteerwasperceivedto haveenoughtime,whetherthesupporthadencouragedthemtocontinuebreastfeeding,metthecaller’s expectationsand/orprovidedthesupportthecallerneededwerealsosignificantlyassociated.Calleroutcomes contributingsignificantlytooverallsatisfactionconcernedcallersfeelinglessstressed,moreconfident,reassured anddeterminedtocontinuebreastfeedingfollowingthecall.Considerationoftheeffectsizesindicatedthatkey factorsassociatedwithoverallsatisfactionrelatedto:volunteershavingsufficienttimetodealwiththecallers’ issues;theinformationbeingperceivedashelpful;thevolunteersprovidingthesupportthecallers