Advanced Search

Interactive Voice Response in Disease Management: Providing Patient Outreach and Improving Outcomes

Contents:

Author Info

  • Marnie LaVigne

    (Patient InfoSYSTEMS, Inc., Rochester, New York, USA)

  • Kent A. Tapper

    (Patient InfoSYSTEMS, Inc., Rochester, New York, USA)

Registered author(s):

    Abstract

    Interactive voice response (IVR) phone systems offer unique opportunities for disease management. This technology can address challenges in patient care, including how to provide personalised assessment and intervention to large populations in a cost efficient manner. Furthermore, the IVR point of contact yields critical patient data which can be used for outcomes management, identification, referral and triage for at-risk patients. The real-time database allows a clinical encounter to proceed through a path of questions and feedback which mimic the type of individualised care typical of face-to-face visits with a healthcare provider. A variety of IVR applications can be designed for use with phone systems. Both inbound and outbound automated phone services can deliver health information and clinical protocols that vary in complexity. Such systems also can be linked with clinical services delivered by live personnel and other technologies, such as demand publishing. This article reviews studies evaluating IVR phone applications in healthcare reminder systems, surveys, screening, assessments and disease management programmes. These trials demonstrate that automated phone intervention systems are a viable delivery channel for patient care. To date, the evidence available shows that computer-based phone services yield both high patient participation and retention and improved patient outcomes across a number of therapeutic areas. IVR appears to be a reliable and valid method for gathering patient data. Although some research suggests that response to these systems may differ in some subgroups of patients, no characteristics have consistently emerged. The majority of patients evaluate these services favourably. Further research should be designed to extend and clarify the current evidence concerning the impact and use of IVR. Such analyses must also address the overriding question of cost effectiveness and cost benefit, in order to provide return-on-investment information that will guide the design of future IVR phone systems.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://diseasemanagement.adisonline.com/pt/re/dmo/pdfhandler.00115677-199804010-00001.pdf
    Download Restriction: Pay per view
    File URL: http://diseasemanagement.adisonline.com/pt/re/dmo/fulltext.00115677-199804010-00001.htm
    Download Restriction: Pay per view

    As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.

    Bibliographic Info

    Article provided by Wolters Kluwer Health | Adis in its journal Disease Management & Health Outcomes.

    Volume (Year): 4 (1998)
    Issue (Month): 1 ()
    Pages: 1-16
    Download reference. The following formats are available: HTML (with abstract), plain text (with abstract), BibTeX, RIS (EndNote, RefMan, ProCite), ReDIF
    Handle: RePEc:wkh:dmhout:v:4:y:1998:i:1:p:1-16

    Contact details of provider:
    Web page: http://diseasemanagement.adisonline.com/

    For corrections or technical questions regarding this item, or to correct its listing, contact: (Dave Dustin).

    Related research

    Keywords: Pharmacoeconomics; Disease-management-programmes; Patient-education; Patient-compliance; Reviews-on-treatment;

    Find related papers by JEL classification:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:wkh:dmhout:v:4:y:1998:i:1:p:1-16

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dave Dustin).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.