From: A qualitative study of employees’ opinions on establishing a generic call-centre
Introduction given to the informants |
- Short information about the generic call-centre’s future role as an independent unit and the aim of this study. |
- Make sure the participants have received the cover letter and consent to participate |
About the participant |
- Work-place, job title, percentage of employment, time in current position, education, other relevant practice. |
Main questions |
What are your thoughts about handling all unplanned health inquires through telephone or technology in the call-centre? (ask follow up questions and get the informants to talk as freely as possible about the main question) |
- What are your thoughts about working in a generic call-centre? |
- What challenges and opportunities do you see? |
- What do you think about having direct patients contact or not? |
- How do you look on call-centre work? (Monotonous or straining work?) |
- What are your thoughts on having GPs present or absent in the premises? |
- Do you think of the work as professionally challenging/boring/unsafe/stressful? |
- What will make the call-centre an attractive work place? |
- What is decisive if you decide to work there? |
- If you don’t want to work at the call-centre, why is that? |
Specific questions |
What do you think about the information you have got about the background and cause for choosing the new model? |
The plan is that nurses only will operate the generic call-centre. What are your thoughts on that? |
What do you think about mandatory use of a decision support system |
Do you think that it is likely to reduce the number of face-to-face consultations by solving more requests over the phone? |