Clinical helpline: communicating and improving inpatient experience and safety using digital health records.

Abstract

The clinical telephone helpline discussed here is a communication channel for family members and caregivers whose loved ones are in hospital. It makes full use of the effect families can have on the care experience and complements standard visiting as well as when hospital visits are restricted. The helpline helps to meet family members' health information and emotional wellbeing needs and is a reciprocal patient safety communication channel. Three main benefits have been identified. Flrst, communication between patients, relatives, communities and staff is enhanced. The helpline provides comprehensive patient clinical updates to relatives and caregivers using live digital healthcare records, and person-centred care is facilitated by patient-specific information being obtained by helpline clinicians from relatives. Second, it releases time to care. The helpline runs remotely, away from wards, enabling ward-based clinicians to prioritise direct patient care. Finally, clinical staff who are unable to work directly within wards maintain their active engagement in care provision, supporting relatives, patients and their ward-based colleagues.