. Author manuscript; available in PMC: 2014 Aug 20.

Published in final edited form as: Health Informatics J. 2011 Mar;17(1):72–88. doi: 10.1177/1460458210391220

Table 4.

Participant Reactions to the IVR Calls: Synopsis of Key Findings from Qualitative Debrief Phone Interviews

Overall Call Reaction: Complete and Incomplete Calls (n=64)

Key Finding	Percent of Participants Interviewed	Illustrative Participant Quote

Clarity and Purpose of Call is Clear	63% (40 out of 64)	- “This is very useful and it helps me with routine.”
Clarity and Purpose of Call is Clear	63% (40 out of 64)	- “It [the call] went smoothly and was very handy and convenient…I got two Qvar in the mail and the transfer to refill worked well.”

Automated SR Technology is Acceptable	63 % (40 out of 64)	- “The computer technology is better than most.”
Automated SR Technology is Acceptable	63 % (40 out of 64)	- “I liked the friendly voice of the computer and thought it asked logical questions.”

Willing to Take Future IVR Program Calls	52 % (33 out of 64)	- “I would take a call again because it gives me a benefit.”
Willing to Take Future IVR Program Calls	52 % (33 out of 64)	- “I’d take another call, especially if it reminds me to fill my medication.”

Incomplete Calls Only: Reasons for Hanging Up / Discontinuing Call (n=42)

Service Not Needed / Reminder in Place	31% (13 out of 42)	- “This is a good idea but I just don’t need the service at the moment…I do fine.”
Service Not Needed / Reminder in Place	31% (13 out of 42)	- “I’m not interested… I already have a system in place that reminds me ahead of time when to re-order my medications.”

Call Taken by Another in Home	19% (8 out of 42 )	- “I think I never got the call and that my older mother-in-law took it for me…but a call to remind me is a good idea because I know I’m running out of medicine soon.”
Call Taken by Another in Home	19% (8 out of 42 )	- “Five people live in my household and one of them probably took the call and didn’t tell me.”

Too Busy / Bad Time for Call	17% (7 out of 42 )	- “I was changing diapers when the call came and wasn’t able to take the call.”
Too Busy / Bad Time for Call	17% (7 out of 42 )	- “I wasn’t feeling well that day from a cold and didn’t want to be bothered by a call.”

Not Living at Residence of Designated Phone Number	12% (5 out of 42)	- “My son is working away from home during the summer months and is not around to take the call.”
Not Living at Residence of Designated Phone Number	12% (5 out of 42)	- “The call was for my son who is a student and is living away from the home right now.”

Challenges with Automated IVR Technology	12% (5 out of 42)	- “I couldn’t say much or ask questions and I wanted to change my responses and couldn’t…”
Challenges with Automated IVR Technology	12% (5 out of 42)	- “It took me a few seconds to realize it was a computer and figure out the yes/no pattern.”