Satisfaction of a new telephone consultation service for prenatal and postnatal health care

Abstract

Aims: In October 2017, the ‘Prenatal and Postnatal Health Care Service in Nara (PPHSN)’ has piloted the introduction of a new telephone consultation service to support prenatal and postnatal health care and childcare. This study aimed to document the feasibility, acceptability and satisfaction with the service provided by a trained nurse specialist who can access to clinician support when necessary. Methods: The pilot study was conducted between November 2017 and February 2018. Japanese women who are undergoing a health checkup at the Nara Medical University hospital for delivery and post-partum women who had recently (<1 year) given birth at this hospital (they are raising a child) were invited to participate in the study. They called a free mobile phone number, and spoke to a trained nurse to consult maternal and newborn care practices. The PPHSN project also provided information for supporting raising a child. The postal survey of the PPHSN service was conducted in March 2018. Results: A total of 26 participants were enrolled. The questionnaire was answered by 23 (88.5%) participants, of which over half (52.2–95.7%) of participants declared they were ‘strongly agree’ plus ‘agree’ regarding ‘patient-centered care’, ‘communication and information’, ‘technical quality’, ‘efficiency’, ‘access and convenience (feasibility)’, and ‘willing to use the service again (acceptability)’. The majority (95.7%) of respondents reported being willing to use the service again for a similar health problem. Conclusion: This study provided the first evidence of satisfaction with telephone or social networking consultation service by nurse specialists in Japan.