ARQ Centre of Expertise for the Impact of Disasters and Crises, Diemen, Netherlands.
Department of Psychiatry, Amsterdam Neuroscience & Public Health, Amsterdam UMC, Amsterdam, Netherlands.
Front Public Health. 2022 May 2;10:832840. doi: 10.3389/fpubh.2022.832840. eCollection 2022.
A one-stop shop for disaster response services provides a central location for information and advice in an accessible way. Yet little is known about its organization and outcomes. After the MH17 airplane crash, the one-stop shop concept was realized through a digital environment called the Information and Referral Center (IRC). The aim of this study was to evaluate the experiences of users and providers in regard to the IRC and to identify improvement points for future IRCs.
Data was collected among affected ones as well as involved organizations, using interviews, focus groups, surveys and online user information. Existing evaluation and quality models were combined to design the study and analyze the data.
First, affected ones and a variety of organizations involved were positive about the merits of the IRC. Affected ones indicated they perceived the IRC as a reliable source of information and appreciated the referral possibilities. Second, the feature of the IRC to serve as a community where affected ones could meet, share experiences and support each other was hardly used according to participants. Lastly, tracking evolving psychosocial needs and problems through the IRC was hampered due to difficulty in accessing relevant data.
The IRC helped organizations to structure and align their services. Affected ones were positive about its reliability and accessibility. An IRC has to be embedded within the established care structures. Future research could indicate whether an IRC is useful in other event types and population contexts as well.
灾难应对服务一站式商店为信息和咨询提供了一个可访问的中心位置。然而，对于其组织和结果，我们知之甚少。在 MH17 飞机坠毁后，通过一个名为信息和转介中心 (IRC) 的数字环境实现了一站式商店的理念。本研究的目的是评估用户和提供者对 IRC 的体验，并确定未来 IRC 的改进点。
通过访谈、焦点小组、调查和在线用户信息，在受灾者和相关组织中收集数据。结合现有的评估和质量模型来设计研究并分析数据。
首先，受灾者和各种参与的组织对 IRC 的优点持肯定态度。受灾者表示，他们认为 IRC 是可靠的信息来源，并赞赏其转介可能性。其次，根据参与者的说法，IRC 作为受灾者可以见面、分享经验和相互支持的社区的功能几乎没有得到利用。最后，由于难以获取相关数据，通过 IRC 跟踪不断变化的心理社会需求和问题受到阻碍。
IRC 帮助组织对其服务进行了结构化和调整。受灾者对其可靠性和可访问性持肯定态度。IRC 必须嵌入到既定的护理结构中。未来的研究可以表明 IRC 在其他事件类型和人群环境中是否有用。
