Callers' perceptions of their contact with a rheumatology telephone helpline.

Telephone helplines are useful for improving patients' access to healthcare services and reducing the need for frequent face-to-face contact with healthcare professionals. Little is known about how people who phone a helpline perceive the encounter. The aims of the present study were to describe the variation in how callers perceive their encounter with a rheumatology telephone helpline. The study had a descriptive, qualitative design and used a phenomenographic approach, comprising 27 semi-structured telephone interviews with callers to Rheuma Direct, a rheumatology telephone helpline with specially trained nurses. The callers comprised 22 women and five men, aged 22-89 years (mean 54 years). The callers phoned Rheuma Direct when they had problems obtaining answers to questions on the internet or from healthcare professionals. Three descriptive categories emerged: constructive dialogue, specialized competence and applicability. The callers perceived that it was a constructive dialogue when they were able to discuss their concerns with someone, received emotional support, felt reassured and were satisfied with the information provided. They perceived specialized competence when the nurses were experienced and skilful, the advice provided complemented previously received information and when they had more knowledge after the call. The callers perceived that Rheuma Direct had applicability because it was easy to access and they could make different choices before, during and after the telephone call. Callers to a rheumatology telephone helpline perceived it as a valuable complement to other sources of information, and felt that it could provide them with the tools to manage their disease better, as well as future contacts with healthcare professionals.

Arvidsson S ，Nylander ML ，Bergman S 《-》

UK Breastfeeding Helpline support: An investigation of influences upon satisfaction.

Thomson G ，Crossland N ，Dykes F ，Sutton CJ ... -  《BMC Pregnancy and Childbirth》

Use of a contact center telephone helpline in rheumatology outpatient management: a five-year experience analysis and patients' perception.

Scrivo R ，Priori R ，Coppola M ，Minniti A ，Brandt J ，Picarelli G ，Cruciani V ，Luzi P ，Valesini G ... -  《-》

Specialist call handlers' perspectives on providing help on a cancer helpline: A qualitative interview study.

To identify call handlers' key experiences of providing telephone help on a cancer helpline. Semi-structured qualitative interviews with 30 call handlers from three UK-based cancer helplines. Transcribed interview data were analysed thematically. Thematic analysis identified three themes: (a) call handlers' perceptions of their role on the helpline, (b) challenges of working on a helpline and (c) the need for training/keeping up with competencies. Call handlers reported satisfaction with their experience. However, there are tensions: whilst advice is formally not part of the remit of the helpline, in practice the boundary between giving advice and giving information can be blurred. No follow-up with callers could be difficult and experienced as a lost opportunity to help. Managing patient expectations could be challenging, and interviewees described particular difficulties with distressed callers. Training for the role was commonplace, but there was sometimes a desire for more opportunities. There are challenges faced by helpline staff, and it can be difficult to manage callers' distress and expectations of what they might get from a call experience. Recognising the skill and complexity of the call handler role is important, as it is meeting call handlers' support and training needs. Support is important to minimise the risk to their own emotional well-being.

Leydon GM ，Halls A ，Ekberg K ，Latter S ，Stuart B ，Moynihan C ，Salmon P ，Danquah L ，Brindle L ，Howe S ，Woods CJ ，Little P ... -  《-》

The role of helplines in cancer care: intertwining emotional support with information or advice-seeking needs.

Ekberg K ，McDermott J ，Moynihan C ，Brindle L ，Little P ，Leydon GM ... -  《-》