RESUMEN
OBJECTIVES: To evaluate a telephone-information service on health issues for children before its implementation. To determine the overall assessment of the service and quality of the information available from the perspective of a potential user population. DESIGN: Simulation of a telephone call to the telephone service and further evaluation using qualitative techniques. SETTING: Primary and special care in the city of Granada. PARTICIPANTS: Parents, who were not health professionals, of children between 0 and 14 years old, resident in Andalusia and recruited from both primary care and hospitals throughout the city of Granada. A comprehensive assessment of service and quality of information offered through interviews and focus groups. The number of participants was established on two criteria: evaluation of the whole range of information provided by the telephone service; response saturation. RESULTS: The overall service assessment was positive, emphasising the quick and easy access to information, time saving and confidence building. The information received was described as clear, easily understood and expressed in a respectful tone. To improve the service it has been suggested that the calls be free and that the range of information topics available should be extended. CONCLUSIONS: The methodology used is novel, as most telephone services are evaluated after they have been put in place and without the participation of the future users.