Background

Inflammatory bowel disease helplines have been initiated by Trusts throughout the country over many years. However many of them are not adequately job planned and have also seen a dramatic rise in calls over the years. Our Trust operates a helpline over 3 acute hospital sites. Previously calls were not accounted for financially and calls not documented in patient notes.

Methods

The nurses on each site utilise a standard form that notes the issues that patients contact the helpline for and the outcome of the call. The consultation is then dictated via a speech recognition system and a letter is generated and sent to the general practitioner. All calls are then added to a central spreadsheet which then categorises the calls into flare advice, medicines advice, investigation issues, appointment issues, etc.. The time that the call takes is also noted, to enable better job planning.

Results

The monitoring of these helpline calls have enabled the team to employ 2 further IBD nurses as the income generated has paid for them. It has also enabled better job planning and it has highlighted the increased number of calls that are taken by the nursing team and that they have been safely managed and accounted for. it has also enabled the team to trend the calls that are taken and the reasons why patients phone our helplines.

Conclusion

This project has shown a dramatic increase in activity for the IBD nurses. It has also highlighted the financial activity of the service and the contribution this provides to the gastroenterology department. This audit has since been utilised by the South East IBD Network.

中文翻译：

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P258处理不断增加的炎症性肠病求助热线

背景

多年来，信托基金已在全国范围内启动了炎症性肠病求助热线。但是，其中许多人没有适当的工作计划，并且这些年来的求职电话也急剧增加。我们的信托基金在3个急诊医院站点设有求助热线。以前，通话未在财务上进行会计处理，并且通话未记录在患者笔记中。

方法

每个站点的护士都使用标准表格，其中记录了患者与服务热线联系的问题以及呼叫的结果。然后，通过语音识别系统指示咨询内容，并生成一封信并将其发送给全科医生。然后将所有呼叫添加到中央电子表格，该电子表格将呼叫分类为火炬建议，药品建议，调查问题，任命问题等。还记录了呼叫所花费的时间，以实现更好的工作计划。

结果

对这些求助热线电话的监控使该团队能够再雇用2名IBD护士，因为所产生的收入已经为他们付费。它还可以更好地进行工作计划，并强调了护理团队接听的电话数量不断增加，并且已对这些电话进行了安全管理和处理。它还使团队能够对接听的电话以及患者致电我们的热线电话的原因进行趋势分析。

结论

该项目表明，IBD护士的活动大大增加。它还强调了该服务的财务活动及其对胃肠病科的贡献。此后，该审核已被东南IBD网络使用。