Rheumatology 2000; 39: 1390-1395
© 2000 British Society for Rheumatology
Rheumatology telephone helplines: an activity analysis
On behalf of the South and West of England Rheumatology Consortium: Royal National Hospital for Rheumatic Diseases, Bath BA1 1RL
1 Hereford Hospitals NHS Trust, Hereford HR1 2ER
2 University of Bristol, Bristol BS2 8HW
3 The Royal Hampshire County Hospital, Winchester S022 5DG
4 Salisbury District Hospital, Salisbury SP2 8BJ and
5 Ysbyty Gwynedd, Bangor LL57 2PW, UK
Background. Anecdotal evidence suggests that the services offered by rheumatology telephone helplines in the UK vary widely between NHS Trusts because of the lack of national or European guidelines.
Objective. To conduct an activity analysis of six NHS Trust rheumatology telephone helplines in the south and west of England.
Methods. Serial data were collected on the first 100 calls received on or after 1 January 1999 by six rheumatology helplines in the south and west of England. Background information was gathered on the management, availability, setting and purpose of each helpline. Data on the time taken to manage these calls and patient satisfaction were not collected.
Results. Patients with rheumatoid arthritis were the major users and no significant differences were found in the outcome of their calls between centres, but wide variations were revealed in the management of the helplines, the populations they serve and the services they offer.
Conclusion. The rheumatology helpline services in six NHS Trusts in the south and west of England were shown to be the same in name only. They lacked uniformity in the delivery of care and accessibility to relevant patient groups. The geographical variation in service delivery may result in patient dissatisfaction and confusion if a number of hospitals are attended over the course of a patient's chronic disease. Further research is required to identify the helpline needs of the broader rheumatology population, patient satisfaction, outcomes and system costs, and to progress towards the development of national and European guidelines.
KEY WORDS: Rheumatology, Helplines, Telephone, Guidelines.
Correspondence to: C. McCabe, Royal National Hospitals for Rheumatic Diseases, Upper Borough Walls, Bath BA1 1RL, UK
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