Williams Matt, Jordan Abbie, Scott Jenny, Jones Matthew D
Department of Pharmacy & Pharmacology, University of Bath, 5 West, Claverton Down, Bath, BA2 7AY, UK.
Department of Psychology, University of Bath, 10 West, Claverton Down, Bath, BA2 7AY, UK.
BMC Health Serv Res. 2018 Nov 20;18(1):868. doi: 10.1186/s12913-018-3690-9.
Patient medicines helplines provide a means of accessing medicines-related support following hospital discharge. However, it is unknown how many National Health Service (NHS) Trusts currently provide a helpline, nor how they are operated. Using the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, and Maintenance), we sought to obtain key data concerning the provision and use of patient medicines helplines in NHS Trusts in England. This included the extent to which the delivery of helplines meet with national standards that are endorsed by the Royal Pharmaceutical Society (standards pertaining to helpline access, availability, and promotion).
An online survey was sent to Medicines Information Pharmacists and Chief Pharmacists at all 226 acute, mental health, specialist, and community NHS Trusts in England in 2017.
Adoption: Fifty-two percent of Trusts reported providing a patient medicines helpline (acute: 67%; specialist: 41%; mental health: 29%; community: 18%). Reach: Helplines were predominantly available for discharged inpatients, outpatients, and carers (98%, 95% and 93% of Trusts, respectively), and to a lesser extent, the local public (22% of Trusts). The median number of enquiries received per week was five.
For helpline access, 54% of Trusts reported complying with all 'satisfactory' standards, and 26% reported complying with all 'commendable' standards. For helpline availability, the percentages were 86% and 5%, respectively. For helpline promotion, these percentages were 3% and 40%. One Trust reported complying with all standards. Maintenance: The median number of years that helplines had been operating was six. Effectiveness: main perceived benefits included patients avoiding harm, and improving patients' medication adherence.
Patient medicines helplines are provided by just over half of NHS Trusts in England. However, the proportion of mental health and community Trusts that operate a helpline is less than half of that of the acute Trusts, and there are regional variations in helpline provision. Adherence to the national standards could generally be improved, although the lowest adherence was regarding helpline promotion. Recommendations to increase the use of helplines include increasing the number of promotional methods used, the number of ways to contact the service, and the number of hours that the service is available.
患者用药求助热线为出院后获取与药物相关的支持提供了一种途径。然而，目前尚不清楚有多少国民健康服务（NHS）信托机构提供求助热线，也不清楚它们是如何运作的。我们使用RE-AIM评估框架（覆盖范围、有效性、采用情况、实施情况和维持情况），试图获取有关英格兰NHS信托机构中患者用药求助热线的提供和使用的关键数据。这包括求助热线的服务在多大程度上符合皇家药学会认可的国家标准（与求助热线的接入、可用性和推广相关的标准）。
2017年，我们向英格兰所有226家急性病、心理健康、专科和社区NHS信托机构的药物信息药师和首席药师发送了一份在线调查问卷。
采用情况：52%的信托机构报告提供患者用药求助热线（急性病信托机构：67%；专科信托机构：41%；心理健康信托机构：29%；社区信托机构：18%）。覆盖范围：求助热线主要面向出院的住院患者、门诊患者和护理人员（分别为98%、95%和93%的信托机构），在较小程度上面向当地公众（22%的信托机构）。每周接到的咨询中位数为5次。
对于求助热线的接入，54%的信托机构报告符合所有“满意”标准，26%的信托机构报告符合所有“值得称赞”的标准。对于求助热线的可用性，这两个百分比分别为86%和5%。对于求助热线的推广，这两个百分比分别为3%和40%。有一个信托机构报告符合所有标准。维持情况：求助热线运营的中位数年数为6年。有效性：主要的感知益处包括患者避免受到伤害以及提高患者的用药依从性。
英格兰略多于一半的NHS信托机构提供患者用药求助热线。然而，运营求助热线的心理健康和社区信托机构的比例不到急性病信托机构的一半，并且求助热线的提供存在地区差异。尽管在求助热线推广方面的遵守情况最低，但总体上对国家标准的遵守情况仍有待改善。增加求助热线使用的建议包括增加所使用的推广方法的数量、联系该服务的方式的数量以及该服务的可用时长。
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