Cargando…

To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study

National Health Service (NHS) 111 helpline was set up to improve access to urgent care in England, efficiency and cost-effectiveness of first-contact health services. Following trusted, authoritative advice is crucial for improved clinical outcomes. We examine patient and call-related characteristic...

Descripción completa

Detalles Bibliográficos
Autores principales: Nakubulwa, Mable Angela, Greenfield, Geva, Pizzo, Elena, Magusin, Andreas, Maconochie, Ian, Blair, Mitch, Bell, Derek, Majeed, Azeem, Sathyamoorthy, Ganesh, Woodcock, Thomas
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9022858/
https://www.ncbi.nlm.nih.gov/pubmed/35446886
http://dx.doi.org/10.1371/journal.pone.0267052
_version_ 1784690195533135872
author Nakubulwa, Mable Angela
Greenfield, Geva
Pizzo, Elena
Magusin, Andreas
Maconochie, Ian
Blair, Mitch
Bell, Derek
Majeed, Azeem
Sathyamoorthy, Ganesh
Woodcock, Thomas
author_facet Nakubulwa, Mable Angela
Greenfield, Geva
Pizzo, Elena
Magusin, Andreas
Maconochie, Ian
Blair, Mitch
Bell, Derek
Majeed, Azeem
Sathyamoorthy, Ganesh
Woodcock, Thomas
author_sort Nakubulwa, Mable Angela
collection PubMed
description National Health Service (NHS) 111 helpline was set up to improve access to urgent care in England, efficiency and cost-effectiveness of first-contact health services. Following trusted, authoritative advice is crucial for improved clinical outcomes. We examine patient and call-related characteristics associated with compliance with advice given in NHS 111 calls. The importance of health interactions that are not face-to-face has recently been highlighted by COVID-19 pandemic. In this retrospective cohort study, NHS 111 call records were linked to urgent and emergency care services data. We analysed data of 3,864,362 calls made between October 2013 and September 2017 relating to 1,964,726 callers across London. A multiple logistic regression was used to investigate associations between compliance with advice given and patient and call characteristics. Caller’s action is ‘compliant with advice given if first subsequent service interaction following contact with NHS 111 is consistent with advice given. We found that most calls were made by women (58%), adults aged 30–59 years (33%) and people in the white ethnic category (36%). The most common advice was for caller to contact their General Practitioner (GP) or other local services (18.2%) with varying times scales. Overall, callers followed advice given in 49% of calls. Compliance with triage advice was more likely in calls for children aged <16 years, women, those from Asian/Asian British ethnicity, and calls made out of hours. The highest compliance was among callers advised to self-care without the need to contact any other healthcare service. This is one of the largest studies to describe pathway adherence following telephone advice and associated clinical and demographic features. These results could inform attempts to improve caller compliance with advice given by NHS 111, and as the NHS moves to more hybrid way of working, the lessons from this study are key to the development of remote healthcare services going forward.
format Online
Article
Text
id pubmed-9022858
institution National Center for Biotechnology Information
language English
publishDate 2022
publisher Public Library of Science
record_format MEDLINE/PubMed
spelling pubmed-90228582022-04-22 To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study Nakubulwa, Mable Angela Greenfield, Geva Pizzo, Elena Magusin, Andreas Maconochie, Ian Blair, Mitch Bell, Derek Majeed, Azeem Sathyamoorthy, Ganesh Woodcock, Thomas PLoS One Research Article National Health Service (NHS) 111 helpline was set up to improve access to urgent care in England, efficiency and cost-effectiveness of first-contact health services. Following trusted, authoritative advice is crucial for improved clinical outcomes. We examine patient and call-related characteristics associated with compliance with advice given in NHS 111 calls. The importance of health interactions that are not face-to-face has recently been highlighted by COVID-19 pandemic. In this retrospective cohort study, NHS 111 call records were linked to urgent and emergency care services data. We analysed data of 3,864,362 calls made between October 2013 and September 2017 relating to 1,964,726 callers across London. A multiple logistic regression was used to investigate associations between compliance with advice given and patient and call characteristics. Caller’s action is ‘compliant with advice given if first subsequent service interaction following contact with NHS 111 is consistent with advice given. We found that most calls were made by women (58%), adults aged 30–59 years (33%) and people in the white ethnic category (36%). The most common advice was for caller to contact their General Practitioner (GP) or other local services (18.2%) with varying times scales. Overall, callers followed advice given in 49% of calls. Compliance with triage advice was more likely in calls for children aged <16 years, women, those from Asian/Asian British ethnicity, and calls made out of hours. The highest compliance was among callers advised to self-care without the need to contact any other healthcare service. This is one of the largest studies to describe pathway adherence following telephone advice and associated clinical and demographic features. These results could inform attempts to improve caller compliance with advice given by NHS 111, and as the NHS moves to more hybrid way of working, the lessons from this study are key to the development of remote healthcare services going forward. Public Library of Science 2022-04-21 /pmc/articles/PMC9022858/ /pubmed/35446886 http://dx.doi.org/10.1371/journal.pone.0267052 Text en © 2022 Nakubulwa et al https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
spellingShingle Research Article
Nakubulwa, Mable Angela
Greenfield, Geva
Pizzo, Elena
Magusin, Andreas
Maconochie, Ian
Blair, Mitch
Bell, Derek
Majeed, Azeem
Sathyamoorthy, Ganesh
Woodcock, Thomas
To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title_full To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title_fullStr To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title_full_unstemmed To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title_short To what extent do callers follow the advice given by a non-emergency medical helpline (NHS 111): A retrospective cohort study
title_sort to what extent do callers follow the advice given by a non-emergency medical helpline (nhs 111): a retrospective cohort study
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9022858/
https://www.ncbi.nlm.nih.gov/pubmed/35446886
http://dx.doi.org/10.1371/journal.pone.0267052
work_keys_str_mv AT nakubulwamableangela towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT greenfieldgeva towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT pizzoelena towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT magusinandreas towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT maconochieian towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT blairmitch towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT bellderek towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT majeedazeem towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT sathyamoorthyganesh towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy
AT woodcockthomas towhatextentdocallersfollowtheadvicegivenbyanonemergencymedicalhelplinenhs111aretrospectivecohortstudy