Parents’ motivations for calling an out-of-hour-helpline: a qualitative study (Preprint)

BACKGROUND Young children often experience with mild, and self-limiting symptoms that still lead to frequent acute healthcare utilization. OBJECTIVE To explore parental motivations for utilizing out-of-hours services when managing acute illness. METHODS Parents contacting the Medical Helpline 1813 (MH1813), Emergency Medical Services Capital Region, Denmark participated in semi-structured interviews to explore their health information-seeking behavior and their reasons for contacting MH1813. Interviews were audio-recorded, and transcribed, and we used thematic analysis with an inductive approach to analyze the data. RESULTS Thirty-nine interviews were conducted. Our analysis led to three major themes: 1) Caring for an ill child is stressful. Caring for a child represented a unique and unmatched source of concern distinct from other challenges in adult life as the child is the most important figure in a parent's life. 2) Validation of own assessment. Parents contacted MH1813 to share the responsibility of assessing their child, seeking reassurance rather than immediate medical intervention. Parents with a healthcare background expressed the same need as other parents to consult MH1813 to validate their assessment. 3) Feeling safe at home. The call reduced worry and made parents feel competent in caring for their sick child at home. When parents experienced being heard and not rushed, they felt empowered to handle their child at home. CONCLUSIONS Parents’ motivations for contacting MH1813 appeared to be rooted in a need for an individualized assessment from a medical professional to feel safe in caring for a sick child at home., rather than a wish for referral to the hospital for physical evaluation.