Mapping the profile of inappropriate demand in public health services in Brazil

ABSTRACT This article investigates the profile of inappropriate use in public health services in Brazil, through the analysis of user's characteristics and customer service circumstances of call centers. Information from telephone medical advice centers is used. A binary logistic regression model is proposed to estimate the relationships between the user profile, the service circumstances and the inadequate demand. The greater complexity of the user's initial intention and the use of the health service system in the final hours of the day were significantly impacted by the probability of inadequate demand.

摘要 本文通过分析巴西公共卫生服务的用户特征与呼叫中心客服场景，探究当地公共卫生服务的不当使用情况。本研究采用电话医疗咨询中心的相关信息作为研究数据源。本文提出一种二元逻辑回归模型，以评估用户特征、服务场景与不当医疗需求之间的关联。用户初始诉求的复杂度越高，以及在当日临近结束时段使用卫生服务系统，均会显著提升不当医疗需求的发生概率。