1-Developing a good understanding of the intervention and its value
Many factors can impede uptake of service quality improvement interventions for telephone working including competing demands on frontline providers, lack of knowledge, skills and resources, and misalignment with service priorities. Therefore, more emphasis should be placed on developing a good understanding of the intervention, identifying its value, exploring resources available, and pinpointing the best way to integrate the intervention within existing procedures to prevent further burden on services. In addition, it is important to overcome any negative beliefs or resistance from staff to prevent implementation failure.