Department of Pharmacy & Pharmacology, University of Bath, Bath, UK.
Psychology and Centre for Pain Research, University of Bath, Bath, UK.
BMJ Open. 2020 Jun 28;10(6):e036326. doi: 10.1136/bmjopen-2019-036326.
Patient medicines helpline services (PMHS) are available from some National Health Service (NHS) Trusts in the UK to provide medicines information to hospital patients and carers. To date, studies of PMHS have examined the views of service users via satisfaction surveys. This study used qualitative methods to explore service users' experiences of using a PMHS, including perceived benefits and areas for improvement.
Qualitative, using semi-structured interviews.
This study was conducted across seven NHS Trusts in England.
Forty users of PMHS were individually interviewed over the telephone. Interviews were audio-recorded, transcribed verbatim and analysed using Braun and Clarke's inductive reflexive thematic analysis. Ethical approval was obtained before study commencement.
Participants predominantly called a PMHS for themselves (82%; carers: 18%). Two main themes were generated. -PMHS provide support during the uncertain transition of care period from hospital to home, when patients and carers often feel vulnerable because support is less available. PMHS met service users' needs for timely and easily accessible support, and quick resolution of their issues. PMHS could be improved with staffing beyond typical work week hours, and by having staff available to answer calls instead of using an answerphone. -PMHS were perceived as best-placed to answer enquiries that arose from hospital care. Service users felt reassured from speaking to pharmacy professionals, and PMHS were perceived as the optimal service in terms of knowledge and expertise regarding medicines-related questions. However, several participants were initially unaware that their PMHS existed.
PMHS are perceived to be a valuable means of accessing timely medicines-related support when patients and carers may be feeling particularly vulnerable. However, their availability and promotion could be improved. We recommend that providers of PMHS consider whether this is achievable, in order to better meet the needs of service users.
英国一些国民保健服务（NHS）信托机构提供患者用药咨询服务（PMHS），为医院患者及其护理人员提供药物信息。迄今为止，PMHS 的研究通过满意度调查考察了服务使用者的观点。本研究采用定性方法探讨了服务使用者使用 PMHS 的体验，包括感知到的益处和改进领域。
定性，采用半结构式访谈。
本研究在英格兰的 7 个 NHS 信托机构进行。
通过电话对 40 名 PMHS 用户进行了个体访谈。对访谈进行了录音、逐字转录，并使用 Braun 和 Clarke 的归纳反思主题分析进行了分析。在研究开始前获得了伦理批准。
参与者主要为自己（82%；护理人员：18%）拨打 PMHS。生成了两个主要主题。-PMHS 在从医院到家庭的不确定护理过渡期内提供支持，患者及其护理人员在这段时间内通常感到脆弱，因为支持较少。PMHS 满足了服务使用者对及时、易于获取的支持以及快速解决问题的需求。PMHS 可以通过在典型工作周之外增加人员配备，并通过配备工作人员接听电话而不是使用答录机来改进。-PMHS 被认为是回答与医院护理相关查询的最佳选择。与药剂专业人员交谈使服务使用者感到安心，PMHS 在药物相关问题的知识和专业知识方面被认为是最佳服务。然而，一些参与者最初并不知道他们的 PMHS 存在。
PMHS 被认为是在患者及其护理人员可能感到特别脆弱时获取及时药物相关支持的有价值手段。然而，其可用性和推广可以得到改善。我们建议 PMHS 的提供者考虑这是否可行，以便更好地满足服务使用者的需求。
