Telephone advice lines for adults with advanced illness and their family carers: a qualitative analysis and novel practical framework.
Palliat Med
; 38(5): 555-571, 2024 May.
Article
en En
| MEDLINE
| ID: mdl-38600058
ABSTRACT
BACKGROUND:
Telephone advice lines have been recommended internationally to support around-the-clock care for people living at home with advanced illness. While they undoubtedly support care, there is little evidence about what elements are needed for success. A national picture is needed to understand, improve and standardise service delivery/care.AIM:
To explore telephone advice lines for people living at home with advanced illness across the four UK nations, and to construct a practical framework to improve services.DESIGN:
A cross-national evaluation of telephone advice lines using structured qualitative interviews. A patient and public involvement workshop was conducted to refine the framework. SETTING/PARTICIPANTS:
Professionals with responsibilities for how palliative care services are delivered and/or funded at a local or regional level, were purposively sampled.RESULTS:
Seventy-one interviews were conducted, covering 60 geographical areas. Five themes were identified.Availability:
Ten advice line models were described. Variation led to confusion about who to call and when. Accessibility, awareness and promotion It was assumed that patients/carers know who to call out-of-hours, but often they did not. Practicalities Call handlers skills/expertise varied, which influenced how calls were managed. Possible responses ranged from signposting to organising home visits. Integration/continuity of care Integration between care providers was limited by electronic medical records access/information sharing. Service structure/commissioning Sustained funding was often an issue for charitably funded organisations.CONCLUSIONS:
Our novel evidence-based practical framework could be transformative for service design/delivery, as it presents key considerations relating to the various elements of advice lines that may impact on the patient/carer experience.Palabras clave
Texto completo:
1
Base de datos:
MEDLINE
Asunto principal:
Cuidados Paliativos
/
Cuidadores
/
Investigación Cualitativa
Límite:
Adult
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Female
/
Humans
/
Male
País/Región como asunto:
Europa
Idioma:
En
Revista:
Palliat Med
Asunto de la revista:
SERVICOS DE SAUDE
Año:
2024
Tipo del documento:
Article
País de afiliación:
Reino Unido