N008 Reasons for consultation of patients with inflammatory bowel disease in telephone helplines attended by nurses
E. Navarro Correal*1, O. Benítez Leiva2, A. Dosal Galguera3, M. Gallego Barrero4, F. Murciano Gonzalo5, E. Sánchez Pastor6
1Vall d’Hebron university Hospital, Gastroenterology, Barcelona, Spain, 2Hospital Mútua de Terrassa2, Gastroenterology, Terrassa, Spain, 3Univesitaria Parc Taulí Health Corporation, Gastroenterology, Sabadell, Spain, 4Hospital Clínic Barcelona, Gastroenterology, Barcelona, Spain, 5Hospital del Mar, Gastroenterology, Barcelona, Spain, 6Bellvitge University Hospital, Gastroenterology, Hospitalet de LLobregat, Spain
The clinical effect of inflammatory bowel disease (IBD) is growing, and many hospitals in have chosen to set up multidisciplinary care units for IBD patients to offer a comprehensive approach to our patients. The call is a cornerstone, because it provides greater accessibility and speed in the care and management of the demands of users. This is where nurses has taken the lead because of their clinical profile and skills. Objective: to know the reasons why patients diagnosed with IBD use telephone helplines attended by nurses.
We conducted an observational, multicentre, transverse court study. All IBD patient and family/relative calls were registered with units of multidisciplinary attention attended by nurses during a period of 50 working days (February–April 2014) by means of an electronic data collection logbook (DCL). Hospital participants were Vall d’Hebron University Hospital, Hospital Clínic, Bellvitge University Hospital, Hospital del Mar, Univesitaria Parc Taulí Health Corporation, and Mútua de Terrassa. Total number of patients was 7273. Analysed variables were epidemiological, typical of the calls, and reasons for consultation. Statistical Analysis SPSS 20.0 preliminary was used.
We recorded 1 232 calls, from 752 different patients. The median age of callers was 40 years, and 52.5% were women. Amongst the patients, 60.2% had Crohn’s disease, and 39.8 % ulcerous colitis, with a median of 8 years (< 1–48 years) of evolution of the disease. We emphasise that 34.2% of patients receive biological treatment; 34% immunomodulators; and 19.8 % with aminosalicylates. Moreover, 29.5% of the calls were received on Mondays, with an average duration of 5 minutes (1’-30 ‘). Peak calling hours were at 11am (18.7 %). In addition, 93.3% of the calls were made by the patients themselves, and 63.7% of these calls were managed solely by nurses and in 35.9% of the cases, in collaboration with medical physicians. Further, 89.3% of patient troubles were resolved via telephone. The reasons for consultation were divided into 4 groups: (1) 27.3% were about treatment (65.3% with general questions) (2) 25.5% were related to the disease (74.7% emphasising the suspicion of relapse). (3) 25.2% administrative consultations (40.6% to make appointments), and (4) 21.9% disease management (with 46.6% requesting results). Only 11% of the 7 273 patients in all units called.
The suspicion of relapse is the principal reason for consultation. The majority of calls were solved telephonically by nurses, thereby avoiding displacement to the medical centre and/or medical consultation. Regarding the attention centred on IBD patients, the presence of the nurse corresponding to the patient is highlighted as a key piece in the resolution of telephone consultations, allowing for efficient and proper attention.