Los servicios telefónicos de atención a mujeres y mayores. Desigual cobertura de las CC.AA.

María Cruz López de Ayala López; Clara Muela Molina; Ángeles  Fernández Martínez

doi:10.4185/10.4185/RLCS-64-2009-807-86-98

Authors

María Cruz López de Ayala López Rey Juan Carlos University https://orcid.org/0000-0002-6989-866X
Clara Muela Molina Rey Juan Carlos University https://orcid.org/0000-0002-1344-8731
Ángeles Fernández Martínez Rey Juan Carlos University

DOI:

https://doi.org/10.4185/10.4185/RLCS-64-2009-807-86-98

Keywords:

telephone, elderly people, women, different treatment, public administration

Abstract

Over the last twenty years, Spanish Public Administration has been implementing different telephone helpline services aimed at groups which, according to certain circumstances, are identified as especially vulnerable. This paper describes and compares the public telephone services aimed at women and elderly people in the Autonomous regions. The results of this descriptive study, which refers to 2007, show that the Public Administration doesn’t provide an equal range as regards the attention offered to the specific requests made by each social group. These social groups have been analysed according to the public visibility of the problems which affect them. Furthermore, the research has revealed the resistance offered by certain institutions when it comes to providing public information. The research also shows the lack of homogeneity as regards the collection of data which provides information about user profiles and how these services are used.

Downloads

Download data is not yet available.

Author Biographies

María Cruz López de Ayala López, Rey Juan Carlos University

Mª Cruz López de Ayala López has a degree in Sociology (UCM) and a PhD in Communication Sciences (URJC). She is currently an interim professor at the University of the Advertising Area (URJC).

Since the 1995 academic year, he has taught, among others, the subjects "Social Structure of Spain", "Social Structure", "Sociology", "Consumer Sociology", "Corporate Communication and Social Responsibility" and "Theory of Communication" (Center of Higher Social and Legal Studies Ramón Carande, UCM; Faculty of Legal and Social Sciences, URJC and Faculty of Communication Sciences, URJC).

He has participated in research projects related to the social aspects of information and communication technologies ("Study on the uses of the Internet among minors in the Community of Madrid. Risks and characteristics", URJC-Community of Madrid, January-December 2009; “The telephone as an instrument of social service”, France-Telecom Foundation, March 2007 to September 2008; “Spanish Society and Information and Communication Technologies”, CIS, January-December 1998).

Representative of Spain for the URJC in the European Action COST 269 “User aspects of ICTs (Information and Communication Technologies)”, 1999-2004. She has also presented articles and papers on the topics of family, consumption, and information and communication technologies.

Clara Muela Molina, Rey Juan Carlos University

Clara Muela Molina is a Doctor in Information Sciences (1996, UCM) and an Interim Professor at the Faculty of Communication Sciences, branch of Advertising and Public Relations (URJC). She is the author of two books and several articles, she has also participated in both national and international conferences. She is a member of the Research Group on Communication, Society and Culture (GICOMSOC) of the Rey Juan Carlos University from which she teaches classes in the Official Master of Communication and Sociocultural Problems and has collaborated in and directed research projects.

Main areas of study of it: radio advertising, advertising on the Internet and other media, advertising creativity and sound production

Ángeles Fernández Martínez, Rey Juan Carlos University

Department of Communication Sciences I. Faculty of Communication Sciences, Rey Juan Carlos University of Madrid. Camino del Molino s / n, C. P. 28943, Fuenlabrada-Madrid. Telephone: 914888396 and 654707598. angeles.fernandez@urjc.es

Ángeles Fernández Martínez has a degree in Journalism (UCM) and a PhD in Communication Sciences (URJC). Since 1982 she has held the position of Director of Communication of the Spanish Union of Cooperative Agricultural Credit Entities (UNESCAR), National Union of Consumer and User Cooperatives and Union of Cooperative Wineries.

He has directed the magazines "Boletín de la Unión", "IBER-COOP" and "Inforvino", has coordinated the edition of the "Revista de Economía Social" and has been collaborating with the Pan American Health Organization (PAHO / WHO) to correction and editing of publications in the Spanish language.

Currently he is an interim professor at the University of the Area of Journalism (URJC), where he has taught the subjects "Fundamentals of Public Relations", "Introduction to Advertising" and Corporate Communication and Social Responsibility ".

He is a member of the Research Group on Communication, Society and Culture (GICOMSOC) of the Rey Juan Carlos University, where he has developed, among others, the projects "The telephone as an instrument of social service" (France-Telecom Foundation) and "Monitoring and evaluation of the agreement to promote self-regulation on television content and childhood ”(Ministry of the Presidency).

References

Alvira Martín, F. (1991): Metodología de la evaluación de programas. Madrid: Cuadernos Metodológicos del CIS.

Baker, C. D., Emmison, M. y Firth, A. (2005): Calling for help: language and social interaction in telephone helplines. Amsterdam: John Benjamins.

Campos, C., Márquez, F. y Luccini, C. (2002): “El teléfono como apoyo a los padres en la crianza de sus hijos: una contribución de enfermería”. Ciencia y Enfermería 2 (8), pp. 73-78: http://www.scielo.cl/scielo.php?script=sci%5Farttext&pid=S0717-95532002000200008

Cavas Martínez, F. y Sánchez Trigueros, C. (2005): “La distribución de competencias entre el Estado y las Comunidades Autónomas en materia de trabajo, empleo y protección social: una sinopsis”. Anales de derecho 23, Universidad de Murcia, pp. 103-128: https://revistas.um.es/analesderecho/article/view/56661/54621

Decalmer, P. y Glendenning, F. (2000): El maltrato a las personas mayores, Barcelona: Paidos Ibérica

Gilat, I., Lobel, T. E. y Gil, T. (1998): “Characteristics of Calls to Israeli Hotlines During the Gulf War”. American Journal of Community Psychology 26(5), October, pp. 697-704.

Institut Balear de la Dona, Memòria de l'any 2007, en http://www.caib.es/fitxer/get?codi=213979

Instituto Andaluz de la Mujer, Estadísticas del 900 de enero a diciembre de 2007: http://www.juntadeandalucia.es/institutodelamujer/IMG/pdf/900_2007.pdf

Instituto Aragonés de La Mujer, Estadísticas teléfono 2007: http://portal.aragon.es/portal/page/portal/IAM/TLFN/900%20TEL%202007si.pdf

Instituto Canario de la Mujer, Estadísticas. Servicio de Atención a Mujeres Víctimas de Violencia del Instituto Canario de la Mujer en el 1-1-2. Canarias: http://www.gobiernodecanarias.org/icmujer/009est/009esta11.htm

Línia d’atenció a les dones en situacions de violencia. 900 900 120 (2007): http://www.gencat.cat/icdones/docs/estadistica_violencia4.pdf

López Rial, F. y Otal Muñoz, C. (2003): “La consulta telefónica: Organización en atención primaria”. Cuadernos de atención primaria 10(4), pp. 258-260.

Luque I. Agües, O. (1989): “Los servicios sociales como ámbito de intervención de la psicología”. Papeles del psicólogo 41-42,Revista del Colegio Oficial de Psicólogos: http://www.papelesdelpsicologo.es/vernumero.asp?id=416

Matos Bazo, R. (2005): “Enfoques de evaluación de programas sociales: Análisis comparativo”. Revista de Ciencias Sociales 11(2), Mayo, pp. 360-380.

Mena Vargas, A. (2004): Modelo de gestioó́n pública para mejorar el desempeño gubernamental: la experiencia de un Centro de Atención Telefónica. Toluca, México: Instituto de Administración Pública del Estado de México.

Ministerio de Trabajo y Asuntos Sociales, 2008: Informe 016: http://www.migualdad.es/violencia-mujer/016/Informe016.pdf

Montenegro, M. (2001): Conocimientos, agentes y articulaciones: una mirada situada a la intervención social. Tesis doctoral. Barcelona: Universidad Autónoma de Barcelona.

Pérez Rojo, G. (2007): “Maltrato a las personas mayores en el ámbito comunitario”. Boletín Perfiles y tendencias 31, IMSERSO, Observatorio de Personas Mayores. Ministerio de Trabajo y Asuntos Sociales, Secretaria de Estado de Servicios Sociales, octubre.

Price Waterhouse Coopers (1999): Healthcast 2010: Smaller world, bigger expectations.

Tognetta, F. L. (2003): “Teleasitencia médica: Línea médica DKV, tres años de experiencia”. La Informática de la Salud: Punto de Encuentro de las Disciplinas Sanitarias: http://www.seis.es/seis/inforsalud03/INFORSALUD2003_tognettaf.pdf

Troutman, J. L., Wright, J. A. y Shifrin, D. L. (1991): “Pediatric telephone advice: Seattle hotline experience”. Pediatrics 88(4), pp. 814-816.

Van Dinter, M. C. (2000): “Telephone triage: The rules are changing”. MCN:, American Journal of Maternal Child Nursing, 25(4), p. 187-191.

Velásquez Gaviria, O., 2000: “La consulta médica por teléfono”. Revista Colombiana de Pediatría 35 (4): http://encolombia.com/medicina/pediatria/pediatria/pediatria35400consulta.htm