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Rheumatology Advance Access originally published online on February 29, 2008
Rheumatology 2008 47(4):522-525; doi:10.1093/rheumatology/ken041
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© The Author 2008. Published by Oxford University Press on behalf of the British Society for Rheumatology. All rights reserved. For Permissions, please email: journals.permissions@oxfordjournals.org

A survey of rheumatology nurse specialists providing telephone helpline advice within England and Wales

C. Thwaites, S. Ryan and A. Hassell

Staffordshire Rheumatology Centre, Haywood Hospital, Burslem, Stoke on Trent, UK.

Correspondence to: C. Thwaites, Staffordshire Rheumatology Centre, Haywood Hospital, High Lane, Burslem, Stoke on Trent, ST6 7AG, UK. E-mail: caththwaites{at}hotmail.com


  Abstract

Objective. To characterize provision of telephone helpline services in rheumatology units in England and Wales.

Methods. A questionnaire study of rheumatology nurse specialists (RNS) providing advice by a designated telephone helpline in England and Wales.

Results. Responses were obtained from 164/185 rheumatology units (89%). Of the responding units, 154 (94%) employed RNS and 146 units provided telephone advice either by Allied Health Professionals or RNS. A total of 135 units confirmed that only RNS gave telephone advice via a designated helpline. Completed questionnaires were analysed from 126 RNS working in 121 rheumatology units with a designated telephone helpline. Most RNS implemented both a manned and answerphone helpline service. The average number of calls varied from <10 to >100 per week. Fifty-six percent of RNS had performed an audit of the service. Twenty-four percent possessed helpline protocols or standards. RNS’ rheumatology experience ranged from 4 months to 25 yrs. Seventy-five percent had undertaken post registration study. Three out of 126 RNS reported having specific training in giving telephone advice and 25% had received in-house training or supervision. Seventy-eight percent had not been assessed in providing this service.

Conclusions. The telephone helpline is an established service in many rheumatology units. Provision varies throughout England and Wales and a lack of protocols, formal training and assessment in giving telephone advice is common. This prompted the Royal College of Nursing Rheumatology Forum to form a working party to compile a guidance document for nurses and practitioners providing telephone advice.

KEY WORDS: Rheumatoid arthritis, Education (patients), Attitude of health professionals, Nursing

Submitted 13 June 2007; revised version accepted 16 January 2008.
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