The 1st quality label for remote healthcare assistance has been launched. Beyond guaranteeing the quality of the response to users, it makes it possible to strengthen the process of continuous improvement of the service provided.
Tabac Info Service (39 89), SOS Amitié, Fil Santé Jeunes… These services are no doubt familiar to you, you may have already requested them. And for good reason: they are one of the most well-known and widely used remote assistance devices today. Combining telephone lines and websites, they aim to help all those who encounter a difficulty or have questions about their health. And since 2003, the” National Institute for Prevention and Health Education (Inpes) plays a leading role in the management and improvement of these systems.
To go even further, this Monday, November 10, it launched a “Health Aid” label, thus committing all the devices concerned in a process of continuous quality improvement. The objective: to guarantee users ever more efficient services.
Forums, email coaching, etc …
And this mission is most important! Because since the first telephone lines in the 1960s, remote health assistance devices have multiplied and modernized. Health telephony has thus evolved into “prevention and remote health assistance” (PADS), most of these devices combining a telephone line and an Internet site.
And by adapting to technological developments, they now offer a variety of services adapted to everyone: telephone interviews, interactive discussions on the web, forums, coaching by email, etc …
Almost 1.25 million phone calls in 2013
And the results are there. Because the Inpes notes that at present, “ the French gladly pick up their phone or connect to the Internet to get listening, support, advice, guidance, personalized support or answers to health questions. “
In 2013, the 16 PADS systems supported by Inpes received nearly 1.25 million telephone calls and all of the websites recorded more than 9.5 million visits. Beyond these 16 devices, France has more than 300 remote assistance devices in the health and social fields.
The seven commitments of the “Aide en santé” quality label
But then, what will this new label actually be used for? For Inpes, it will allow “ to provide validated information, provided by trained and competent listeners “, “ so many criteria that guarantee a quality service “, she specifies.
To ensure that these requirements are met, and to promote the systems, Inpes is therefore launching the first quality label. It is open to all remote assistance actors in the health and social field. The list of labeled devices is already available for consultation on the Inpes website, where you can also find all the procedures and procedures related to the label.
Finally, the Institute underlines that for a device to apply for the label, it must meet requirements concerning “ its ethics, its organization and the quality of its responses to the user. “
This translates in practice into 7 commitments for labeled. This list includes, for example: the obligation to deliver reliable information to users, or the obligation to set up an appropriate organization to process requests.
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