Abstract 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. Previously all helpline messages were retrieved by one of the clinical nurse specialists which took a considerable amount of nursing time. Methods The nurses on each site all undertake a number of clinical shifts per week answering helpline calls. Previously a list of patients was compiled from patient 1 onwards and staff were unable to prioritise any calls. The consultation is then dictated via a speech recognition system and a letter is generated and sent to the general practitioner. . The time that the call takes is also noted, to enable better job planning. All of the helpline calls are audited and trends and number of calls are analysed. Results We enlisted the support of our IBD coordinator who reviewed the helpline system and looked for improvements. They took over listening to and retrieving all messages left on the answerphone thus saving nursing time. They also changed the reporting system to a tabulated excel spreadsheet which enabled all calls to be effectively triaged and acted on in a timely manner. All calls are then added to a central spreadsheet which then categorises the calls into flare advice, medicines advice, investigation issues, appointment issues, etc. 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 project has not only saved nursing time that should be spent with patients but ensured that patients are reviewed timely. This audit has since been utilised by the South East IBD Network. This project could not have been a success without the vision of Adam our IBD coordinator and the hard working IBD nurses of East Kent Hospitals University Foundation Trust.
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