The organizational challenges of municipal call centers as a health service in Norway-a multiple case study.

ABSTRACT:

Background

To maintain sustainability in the health care system, technology such as social alarms and sensors has been implemented in people's homes with the goal of increasing independent living for elderly and multimorbid health care recipients. When implementing technology, someone needs to monitor and answer the alarms and calls, which is often coined 'telecare'. Many countries have organized telecare service in call centers, which in the health care domain is a service innovation. This study aims to research how call centers in Norway were organized, what services they offered, and what challenges they faced.

Method

This was an explorative study, using multiple case methodology. The study included five call centers, covering approximately 60 municipalities across Norway

SUBMITTER: Grondal-Eeles L 

PROVIDER: S-EPMC11749625 | biostudies-literature | 2025 Jan

REPOSITORIES: biostudies-literature