Telephone advice lines for adults with advanced illness and their family carers : a qualitative analysis and novel practical framework
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.
| Medienart: |
E-Artikel |
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| Erscheinungsjahr: |
2024 |
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| Erschienen: |
2024 |
| Enthalten in: |
Zur Gesamtaufnahme - year:2024 |
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| Enthalten in: |
Palliative medicine - (2024) vom: 10. Apr., Seite 2692163241242329 |
| Sprache: |
Englisch |
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| Beteiligte Personen: |
Pask, Sophie [VerfasserIn] |
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| Links: |
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| Themen: |
Community-based care |
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| Anmerkungen: |
Date Revised 10.04.2024 published: Print-Electronic Citation Status Publisher |
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| doi: |
10.1177/02692163241242329 |
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| funding: |
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| Förderinstitution / Projekttitel: |
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| PPN (Katalog-ID): |
NLM370893824 |
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| 245 | 1 | 0 | |a Telephone advice lines for adults with advanced illness and their family carers |b a qualitative analysis and novel practical framework |
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| 520 | |a 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 | ||
| 520 | |a 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 | ||
| 520 | |a 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 | ||
| 520 | |a SETTING/PARTICIPANTS: Professionals with responsibilities for how palliative care services are delivered and/or funded at a local or regional level, were purposively sampled | ||
| 520 | |a 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 | ||
| 520 | |a 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 | ||
| 650 | 4 | |a Journal Article | |
| 650 | 4 | |a Palliative care | |
| 650 | 4 | |a community-based care | |
| 650 | 4 | |a out-of-hours | |
| 650 | 4 | |a qualitative research | |
| 650 | 4 | |a telephone advice lines | |
| 700 | 1 | |a Omoruyi, Allen |e verfasserin |4 aut | |
| 700 | 1 | |a Mohamed, Ahmed |e verfasserin |4 aut | |
| 700 | 1 | |a Chambers, Rachel L |e verfasserin |4 aut | |
| 700 | 1 | |a McFarlane, Phillippa G |e verfasserin |4 aut | |
| 700 | 1 | |a Johansson, Therese |e verfasserin |4 aut | |
| 700 | 1 | |a Kumar, Rashmi |e verfasserin |4 aut | |
| 700 | 1 | |a Woodhead, Andy |e verfasserin |4 aut | |
| 700 | 1 | |a Okamoto, Ikumi |e verfasserin |4 aut | |
| 700 | 1 | |a Barclay, Stephen |e verfasserin |4 aut | |
| 700 | 1 | |a Higginson, Irene J |e verfasserin |4 aut | |
| 700 | 1 | |a Sleeman, Katherine E |e verfasserin |4 aut | |
| 700 | 1 | |a Murtagh, Fliss Em |e verfasserin |4 aut | |
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