Quality Challenges in Municipal Telecare Call Center Services: Qualitative Evaluation Using the Anchored, Realistic, Cocreated, Human, Integrated, and Evaluated (ARCHIE) Framework

The findings suggest that municipal telecare CC services have several shortcomings in providing high-quality health care. Relating the quality principles identified by the ARCHIE framework to normalization process theory constructs indicates that the CC service remains in a transitional phase of normalization. To improve the telecare CC services and enhance communication and integration, policymakers need to reduce fragmentation in the broader health care system. Further national standardization to professionalize the telecare CC services should be developed. The telecare CCs need to improve their service related to all indicators of the ARCHIE framework. Training for telecare operators should be prioritized.