The Communicative-Relational Operating Model of the Italian National Institute of Health for an Effective Telephone Intervention in Public Health, Structured on Basic Counselling Skills
Keywords:
Telephone Communication, Helpline, Operative Model, Counselling basic skills, Sexually Transmitted Infections, Addictions, Rare DiseasesAbstract
Introduction. Communication has a crucial role in public health, because it becomes an essential component of prevention; it is also a proactive tool in health promotion. From a planning perspective, it is appropriate to use communication means that can help the bidirectional communication process, such as face-to-face communication and telephone communication.
Materials and methods. In relation to this, the Italian National Institute of Health has developed the “Modello Operativo Comunicativo-Relazionale” (the “Communicative-Relational Operating Model”). It is based on the fundamental skills of the counselling, this gives a protocol to the health professionals that is replicable and organized and it allows health professionals to carry out a telephone communication that is efficient with the user through technical-scientific and communication-relational skills. The goal is to answer in a customized way to the various users’ health needs.
The Operating Model was created by experts of the National AIDS and Sexually Transmitted Infections Helpline of the Operational Unit of Psycho-Socio-Behavioural Research, Communication, Training, of the Infectious Diseases Department. Later, the Operating Model was proposed to the experts of the Helplines in the National Centre on Addictions and Doping and the National Helpline of the National Centre for Rare Diseases in the National Institute of Health that integrated this method into their telephone approach.
Results. The Operating Model illustrated above was applied to several helplines of the National Institute of Health as an example of correct scientific information, updated and customized on sexual transmitted infections, addictions and rare diseases.
Conclusions. This article aims to illustrate the Operating Model, the theoretical prerequisites that subtend it and its possible application in the different public health structures that use the telephone for a professional relationship with their users.
References
1. World Health Organization (WHO). Health
Promotion Glossary 1998. Italian translation Edited by Barbera E, Tortone C. Regional Documentation Centre for Health Promotion DoRS. WHO Glossary of Health Promotion 2012. Available on: https://apps.who.int/iris/ bitstream/handle/10665/64546/WHO_HPR_ HEP_98.1_ita.pdf?sequence=19&isAllowed=y [Last accessed: 2022 October 12].
2. Michienzi A. Centro Nazionale per la Prevenzione delle malattie e la Promozione della salute (CNaPPS) dell’Istituto Superiore di Sanità (ISS). Guadagnare Salute, La comunicazione per la salute. Available on: https://www.epicentro. iss.it/guadagnare-salute/formazione/materiali/ GS_comunicazione_per_la_salute.pdf [Last accessed: 2022 October 12].
3. Kickbusch I, Pelikan JM, Apfel F, Tsouros AD. WHO Regional Office for Europe Health literacy. The solid facts. 2017. Translation by Barbera E, Tosco E,Tortone C. Regional Documentation Centre for Health Promotion DoRS Health literacy. Data, evidence and areas for action 2017. Available on: https://apps.who.int/ iris/bitstream/handle/10665/326432/978928900 0154-eng.pdf?sequence=1&isAllowed=y [Last accessed: 2022 October 12].
4. Ottawa Charter for Health Promotion. First International Conference on Health Promotion. Ottawa, Canada, 17-21 November 1986. Available on: https://apps.who.int/iris/bitstream/ handle/10665/59557/WHO_HPR_HEP_95.1.p df?sequence=1&isAllowed=y) [Last accessed: 2022 October 12].
5. Ragazzoni P, Di Pilato M, Longo R, Scarponi S, Tortone C. Socio-cognitive models for behaviour change: review and critical analysis. Turin: Piedmont Region - Regional Centre for Health Promotion Documentation; 2009. Available on: https://www.dors.it/alleg/0202/Modelli%20 teorici%20di%20cambiamento2.pdf [Last accessed: 2022 October 12].
6. Luzi AM, Colucci A. La comunicazione interculturale. In: Andreoni M. Libro bianco della Malattie Infettive in Italia. Infezioni ed Immigrazione. Prato (PO): SIMIT; 2015.
7. Mucchielli R. Apprendere il counselling. Manuale di autoformazione al colloquio di aiuto. Trento: Erickson; 2020.
8. World Health Organization (WHO). Global Programme on AIDS. Psychosocial counselling for person with HIV infection, AIDS and related disease. Geneva: World Health Organization; 1989.
9. Gruppo di lavoro Salute mentale ed emergenza COVID-19. Indicazioni sull’intervento telefonico di primo livello per l’informazione personalizzata e l’attivazione dell’empowerment della popolazione nell’emergenza COVID-19. Versione del 24 maggio 2020. Roma: Istituto Superiore di Sanità; 2020 (Rapporto ISS COVID-19 n. 30/2020).
10. De Mei B, Luzi AM, Gallo P. Proposta di un percorso formativo sul counselling integrato. [A proposal for training in integrated counseling]. Italian. Ann Ist Super Sanita 1998; 34(4): 529-39.
11. Luzi AM, De Mei B, Colucci A, Gallo P. Criteria for standardising counselling for HIV testing.
Ann Ist Super Sanita. 2010; 46(1): 42-50. doi: 10.4415/ANN_10_01_06.
12. De Mei B, Luzi AM. Centro Nazionale per la Prevenzione delle malattie e la Promozione della salute (CNaPPS) dell’Istituto Superiore di Sanità (ISS). Guadagnare Salute, Il valore aggiunto delle competenze di counselling per una comunicazione efficace in ambito professionale. Available on: http://www.epicentro. iss.it/guadagnare-salute/formazione/materiali/ GS_valore_aggiunto_competenze_counselling. pdf [Last accessed: 2022 October 12].]
13. De Mei B, Luzi AM. Centro Nazionale per la Prevenzione delle malattie e la Promozione della salute (CNaPPS) dell’Istituto Superiore di Sanità (ISS). Guadagnare Salute, Le competenze di counselling per una gestione consapevole delle reazioni personali e dei comportamenti dell’operatore nella relazione professionale. Available on: http://www.epicentro.iss.it/guadagnare-salute/formazione/materiali/GS_competenze_counselling_gestione_consapevole.pdf [Last accessed: 2022 October 12].
14. Quadrino S. Il professionista sanitario e le competenze di counselling. Torino: Ediz. Change; 2016.
15. Ramez A, Shamkant B. Sistemi di basi di dati. Fondamenti e complementi. Ediz. Mylab, Pearson 2018.
16. UNAIDS. HIV/AIDS counselling, just a phone call away: Four case studies of telephone hotline/ helpline projects. 2002. Available on: https:// www.unaids.org/sites/default/files/media_asset/ jc817-phonecall_en_0.pdf [Last accessed: 2022 October 12].
17. Istituto Superiore di Sanità (ISS). Prevenzione e HIV. Vent’anni di counselling del Telefono Verde AIDS dell’Istituto Superiore di Sanità. Not Ist Super Sanita. 2007 Apr; 20(4 n. spec.). Available on: https://www.iss.it/documents/20126/45616/ TVA+online.1179734847.pdf [Last accessed: 2022 October 12].
18. Colucci A, D’Agostini A, Dalla Torre R, et al (Eds.). Rapporto annuale sull’attività del Telefono Verde AIDS e IST e del Sito Uniti contro l’AIDS 2020. Available on: https://www. uniticontrolaids.it/attualita/news.argomento. aspx?arg=TLA-6D2DAF556E23497C&a=s
[Last accessed: 2022 October 12].
19. Stead LF, Hartmann-Boyce J, Perera R, Lancaster T. Telephone counselling for smoking cessation. Cochrane Database Syst Rev. 2013 Aug 12; (8): CD002850. doi: 10.1002/14651858. CD002850.pub3.
20. Matkin W, Ordóñez-Mena JM, Hartmann-Boyce J. Telephone counselling for smoking cessation. Cochrane Database Syst Rev. 2019 May 2; 5(5):
CD002850. doi: 10.1002/14651858.CD002850. pub4.
21. World Health Organization (WHO). Guidelines for implementation of Article 11 of the WHO Framework Convention on Tobacco Control (Packaging and labelling of tobacco products). Geneva: World Health Organization; 2008.
22. World Health Organization (WHO). Developing and improving national toll-free tobacco quit line services: a World Health Organization manual. Geneva: World Health Organization; 2011.
23. World Health Organization (WHO). Training for tobacco quit line counsellors: telephone counselling. Geneva: World Health Organization; 2014.
24. De Santis M, Sanseverino A, Gentile AE, Polizzi A, Taruscio D. Telefono Verde Malattie Rare: otto anni di attività. Roma: Istituto Superiore di Sanità; 2017 (Rapporti ISTISAN 17/39).
25. Regulation (EC) No 141/2000 of the European
Parliament and of the Council of 16 December 1999 on orphan medicinal products Available on: https://eur-lex.europa.eu/legal-content/EN/ TXT/PDF/?uri=OJ:L:2000:018:FULL&from= EN [Last accessed: 2022 October 12].
26. Ferreira CR. The burden of rare diseases. Am J Med Genet A. 2019 Jun; 179(6): 885-92. doi: 10.1002/ajmg.a.61124. Epub 2019 Mar 18.
27. van Weely S, Leufkens HGM. Priority medicines for Europe and the world. “A public health approach to innovation”. Background Paper. Orphan Diseases. Geneva: World Health Organization; 2004.
28. The Lancet Neurology. Rare neurological diseases: A united approach is needed. Lancet Neurol. 2011 Feb; 10(2): 109. doi: 10.1016/ S1474-4422(11)70001-1.
29. Polizzi A, Balsamo A, Bal MO, Taruscio D. Rare diseases research and practice. Endocr Dev. 2014; 27: 234-56. doi: 10.1159/000363670. Epub 2014 Sep 9.
30. Taruscio D. Centro Nazionale Malattie Rare dalla ricerca alle azioni nazionali e alle collaborazioni internazionali. Roma: Istituto Superiore di Sanità; 2015 (Rapporti ISTISAN 15/18).
31. Houyez F, Sanchez de Vega R, Brigol TN, Mazzuccato M, Polizzi A. A European network of email and telephone help lines providing information and support on rare diseases: results from a 1-month activity survey. Interact J Med Res. 2014 May 5; 3(2): e9. doi: 10.2196/ijmr.2867.
32. Bond T, Dexter, G. Report on Differentiation between Advice, Guidance, Befriending, Counselling Skills and Counselling. Department of Employment, London; 1992. Available on: https://research-information.bris.ac.uk/en/publications/report-on-differentiation-between-advice-guidance-befriending-cou [Last accessed:
2022 October 12].
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by-nc/4.0) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Transfer of Copyright and Permission to Reproduce Parts of Published Papers.
Authors retain the copyright for their published work. No formal permission will be required to reproduce parts (tables or illustrations) of published papers, provided the source is quoted appropriately and reproduction has no commercial intent. Reproductions with commercial intent will require written permission and payment of royalties.