Analysis of a network-wide specialist palliative care out-of-hours advice and support line: a model for the future

Abstract

Recently the palliative care literature has emphasized the need for 24-hour telephone advice and support for patients during the last year of life. As some health professionals may lack skills and knowledge regarding palliative care issues, an out-of-hours (OoH) advice line is considered a valuable resource. This report provides an analysis of both qualitative and quantative data concerning the Mount Vernon Cancer Network telephone advice line (TAL) for 2008-2010. Data relating to the use of the TAL during OoH periods was collated and analysed on an annual basis. Data collected from a caller questionnaire relating to patient outcome, experience, and caller satisfaction was also evaluated. The number of calls to the OoH TAL increased by 13% over the 3-year period. The primary reason for the calls was symptom management, and 79% were made by patients' relatives. From the questionnaire responses, 66% of callers appeared to have a high rate of satisfaction, and 67% of patients were not admitted to hospital. It appears that the advice line is providing a highly valued service, with calls being managed by experienced nurses. Increasingly, local commissioners are placing greater emphasis on supporting care at home and reducing unnecessary hospital admissions, and advice lines seem to be an effective way of facilitating this.