Brown Susan J, McCabe Candy S, Hewlett Sarah, McDowell Jackie A, Cushnaghan Janet, Breslin Anne M, Stafford Sue, Carmichael Charlotte R
Royal National Hospital for Rheumatic Disease NHS Foundation Trust, Bath, and University of Bristol, UK.
Musculoskeletal Care. 2006 Mar;4(1):24-37. doi: 10.1002/msc.20.
The aim of this study was to ascertain patients' and health professionals' requirements from a rheumatology helpline and how such a service should be delivered.
Self-completed questionnaires were administered to both users of rheumatology helplines, patients and health professionals (HPs), and providers of rheumatology services at five UK NHS trusts. Additional data were sought from experts in the field. Information was elicited on access to the service, preferred waiting time for response to a call, acceptability of an answerphone and choice of HP responding. Quantitative data were analysed using percentages and Chi-squared tests. Open questions were analysed as free text responses, and organized into clusters of themes.
A total of 607 questionnaires were returned, 523 from users (411 patients, 112 health professionals) and 84 from providers. There were no significant differences across the five Trusts. The top six reasons for patients contacting the helpline were: advice on changes in condition, drug information, understanding symptoms, blood results, information on diagnosis, and appointment queries. All groups recommended a return call on the same day and were happy to leave an answerphone message. HP users requested additional access via e-mail and fax. Rheumatology practitioners were deemed the most appropriate personnel to staff a helpline.
The findings of this study have contributed a valuable insight into the essential components of a rheumatology helpline service from a user and provider perspective. These data will add to existing recommendations for the management of a rheumatology helpline service and ultimately contribute to a proposal for national guidelines.
本研究旨在确定患者和医疗专业人员对风湿病求助热线的需求，以及应如何提供此类服务。
对英国五个国民健康服务信托基金的风湿病求助热线用户（患者和医疗专业人员）以及风湿病服务提供者进行了自填式问卷调查。还从该领域的专家那里获取了更多数据。收集了有关服务获取、接听电话的首选等待时间、答录机的可接受性以及接听的医疗专业人员选择等方面的信息。定量数据使用百分比和卡方检验进行分析。开放式问题作为自由文本回复进行分析，并整理成主题类别。
共收回607份问卷，其中523份来自用户（411名患者，112名医疗专业人员），84份来自服务提供者。五个信托基金之间没有显著差异。患者拨打求助热线的前六大原因是：病情变化建议、药物信息、症状理解、血液检查结果、诊断信息和预约咨询。所有群体都建议当天回电，并且愿意留下答录机留言。医疗专业人员用户要求通过电子邮件和传真提供额外的联系方式。风湿病从业者被认为是为求助热线配备人员的最合适人选。
本研究的结果从用户和提供者的角度对风湿病求助热线服务的基本组成部分提供了宝贵的见解。这些数据将补充现有的风湿病求助热线服务管理建议，并最终有助于制定国家指南提案。
