Telemed J E Health - Are e-health web users looking for different symptom information than callers to triage centers?


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TRODUCTION: Telemedicine options for symptom assessment include both telephonic means (call centers) and Internet sites. Although symptom assessment call centers have been available for decades, symptom assessment over the Internet is relatively new. It is not well known what types of symptoms Internet users are seeking assessment for and whether extant telephone triage algorithms would be applicable to Internet users.METHODS: Symptom assessments on a heavily used Internet site ( were compared with symptom calls to a U.S. call center (Ask Mayo Clinic).RESULTS: Internet users sought symptom assessments about adult symptoms 13 times more often than children's symptoms. In contrast, over the telephone, adult symptoms were addressed 2.1 times more frequently than children's symptoms. Despite the differences in frequencies of adult and child symptom assessments, users of the Internet and telephone callers asked about specific symptoms with similar relative frequencies. Analysis of 20 adult symptom types shared by the Web and call center revealed that by excluding only 2 assessments (nasal symptoms and leg pain) the remaining 18 showed a significant correlation in counts of use (r(2) = 0.68, p < 0.001 for linear trend).CONCLUSIONS: Internet users have symptoms assessed in similar proportions to callers, with a few exceptions. Compared with callers, Web users are much more likely looking for information about adult symptoms. Callers are proportionally asking more about acute symptoms, whereas Internet users appear more interested in symptom assessment of chronic conditions.

Resumo Limpo

troduct telemedicin option symptom assess includ telephon mean call center internet site although symptom assess call center avail decad symptom assess internet relat new well known type symptom internet user seek assess whether extant telephon triag algorithm applic internet usersmethod symptom assess heavili use internet site mayocliniccom compar symptom call us call center ask mayo clinicresult internet user sought symptom assess adult symptom time often children symptom contrast telephon adult symptom address time frequent children symptom despit differ frequenc adult child symptom assess user internet telephon caller ask specif symptom similar relat frequenc analysi adult symptom type share web call center reveal exclud assess nasal symptom leg pain remain show signific correl count use r p linear trendconclus internet user symptom assess similar proport caller except compar caller web user much like look inform adult symptom caller proport ask acut symptom wherea internet user appear interest symptom assess chronic condit

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