RESUMO
OBJECTIVE: To describe the impact of a nurse-led telephone self-management support (SMS) service for people with asthma and COPD in Ireland. METHODS: A cross-sectional survey of all (442) SMS users, July 2016 to May 2017, described user demographics, self-reported experience, process and outcome. Population utilisation was estimated and compared across groups. Factors associated with key outcomes were identified. RESULTS: The response rate was 162 (36.7%). Utilisation varied across population groups. Reported satisfaction was high, and 56.0% of users without a written action plan reported developing one. Most users reported positive cognitive and affective outcomes indicating effective patient activation. Information pack receipt was independently associated with better outcomes (odds ratio = 11.4 (95% CI, 2.0, 216.6), p < 0.05). CONCLUSION: A nurse-led telephone SMS intervention positively impacted self-management for people with asthma and COPD in Ireland. PRACTICE IMPLICATIONS: Roll-out of SMS should include staff training to promote positive service user experience and should include routine monitoring and evaluation to assure equitable reach and quality of key evidence-based care processes.