Diabetes specialist nurse telephone helpline: A survey of incoming and out-going calls

Abstract

Background: Numerous telephone calls for advice on diabetes-related issues are received by diabetes specialist nurses (DSNs), but resources required to deal with such calls are rarely formally identified.

Aim: To identify the number, duration, nature of calls, type of callers and impact of calls on DSN workload, in order to help plan future requirements of diabetes services.

Methods: In preparation for restructuring how diabetes services are provided locally, a record of all calls made in relation to the diabetes clinic’s helpline during June 2007 was collated. Date and time, type of caller, duration and nature of call were recorded.

Results: In June 2007, there were 386 calls (mean [range] 18.4 [4–33] calls per day). Duration was recorded for 80 of the calls, which took up 335 minutes in total, giving an average of 4.2 minutes per call. This gives an estimated total call time of approximately 1621 minutes’ (27 h) during the month. Of the 386 calls, 6% were from general practitioners, 10% from practice nurses, 44% from patients, 4% from nursing homes, 4% from care providers/relatives and 32% from others (ward nurses, doctors, dietitians, district nurses, diabetes care technicians and other primary care trust staff).

Conclusion: The helpline is heavily used and its impact on DSN workload is considerable. Appropriate resource allocation is necessary when planning for the future requirements of patients with diabetes.

Keywords:

• Diabetes specialist nurse
• workload
• telephone helpline
• phone contact
• diabetes mellitus