Is NHS Direct meeting the needs of mental health callers?

Payne, Fiona; Jessopp, Lynda; Harvey, Kate; Plummer, Sue; Tylee, André; Thornicroft, Graham

doi:10.1080/0963823021000058265

Cited by 4 publications

(8 citation statements)

References 5 publications

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“…12,40,41 Health helplines offer a means for delivering professional health information and advice that consumers report high levels of satisfaction with. 42 Health helpline services also appear to be well-suited to men's needs as they are easily accessible and allow for a degree of anonymity. 11,12 Men have been reported to use helpline services to discuss sensitive health topics such as impotence and erectile dysfunction, which suggests that confidential, telephone-based service may appeal to male consumers.…”

Section: Telephone Helplines For Men's Health Needsmentioning

confidence: 99%

A thematic analysis of men’s help‐seeking on an Australian health helpline

Lopriore

Turnbull

Martin

2021

Health Prom J of Aust

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Men's health has been a popular topic of academic exploration for the majority of the past 20 years. 1 Overall, men in Australia have poorer health outcomes across a variety of indicators. Both life expectancy and health-adjusted life expectancy (HALE) are lower in Australian men than women, although the gap in HALE has decreased in recent years. Conversely, men engage with primary health services less frequently. [2][3][4] While there is some evidence that the gendered gap in help-seeking reduces when accounting for visits relating to gender-specific health issues, like reproductive health, 5 other studies have found that the discrepancy can only be partially accounted for when considering these primary health contacts. 6,7,8 This gendered pattern of help-seeking exists despite men experiencing lower

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Section: Telephone Helplines For Men's Health Needsmentioning

confidence: 99%

A thematic analysis of men’s help‐seeking on an Australian health helpline

Lopriore

Turnbull

Martin

2021

Health Prom J of Aust

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“…Within the UK, calls regarding mental illnesses accounted for approximately 3% of NHS Direct's total calls. The study also showed that these calls were more complex and longer (mean time 23 min vs the expectations of 7-10 min), compared to calls regarding somatic illness (Payne et al 2003). Most of the calls concerned depressive problems and anxiety (Payne et al 2003;Sands et al 2016).…”

Section: Introductionmentioning

confidence: 82%

“…The study also showed that these calls were more complex and longer (mean time 23 min vs the expectations of 7–10 min), compared to calls regarding somatic illness (Payne et al . ). Most of the calls concerned depressive problems and anxiety (Payne et al .…”

Section: Introductionmentioning

confidence: 97%

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When all other doors are closed: Telenurses' experiences of encountering care seekers with mental illnesses

Björkman

Salzmann‐Erikson

2018

Int J Mental Health Nurs

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The aim of the study was to describe the telephone nurses' experiences of encountering callers with mental illnesses. Telenursing services are solely staffed with telenurses, who with the support of a decision support system (CDSS) independently triage callers based on the severity of the main symptoms presented by the care seeker. The system focuses on somatic symptoms, while information regarding mental health and mental illnesses is limited. Information about telenurses' experiences of encountering care seekers with mental illnesses is scarce, despite the increase in mental illnesses in the population. The study used a descriptive design with a qualitative approach. Twenty telenurses were interviewed, and the data were then analysed using inductive qualitative content analysis. The results are elaborated in the following three categories: (i) Experiences of encountering care seekers with mental illnesses; (ii) Experiences of facing difficulties and challenges; and (iii) Experiences of facing dissatisfaction and threats. Encountering care seekers with mental illnesses is metaphorically addressed as 'when all other doors are closed'. Encountering care seekers with mental illnesses was perceived as time-consuming and did not adequately correspond to the resources given by the service. Even though telenurses strive to achieve agreement, there is a collision between human needs and organizational structures. The study pinpoints the lack of resources for and education about mental illnesses and the limitations of the decision system, which needs to be updated in order to provide all care seekers care on equal terms.

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“…Telenurses also perceive the ethical dilemma of careseekers potentially being lost in the healthcare system (Holmström & Dall'Alba, 2002;Holmström & Höglund, 2007). Within the UK, calls regarding mental disorder accounted for approximately 3% of total calls to NHS Direct; moreover, these calls were more complex and more time-consuming (mean time 23 minutes) than calls regarding somatic illnesses (Payne et al, 2003). Depressive problems and anxiety are the most common reasons for seeking help from telephone helplines (Payne et al, 2003;Sands, Elsom, Keppich-Arnold, Henderson, & Thomas, 2016), and a majority of these calls are made by a relative (Payne et al, 2003).…”

Section: Swedish Healthcare Directmentioning

confidence: 99%

Giving advice to callers with mental illness: adaptation among telenurses at Swedish Healthcare Direct

Björkman

Salzmann‐Erikson

2019

International Journal of Qualitative Studies on Health and Well

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Purpose: Our aim was to describe Swedish Healthcare Direct (SHD) and its features as a complex system. Methods: Qualitative interviews were conducted with 20 SHD telenurses, covering their experiences and skills when encountering and advising callers with mental illness. Complexity science was used as an a priori theoretical framework to enhance understanding of the complex nature of telenursing. Results: SHD was described as a complex system as nurses were constantly interacting with other agents and agencies. During these interactions, dynamic processes were found between the agents in which the nurses adapted to every new situation. They were constantly aware of their impact on the care-seekers, and perceived their encounters with callers with psychiatric illness as "balancing on a thin line". SHD was also described as both an authority and a dumping ground. The openness of the system did not give the nurses possibility to control the number of incoming calls and the callers' intentions. Conclusions: These new insights into SHD have important implications for organization developers and nursing management in terms of overcoming linear thinking.

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Is NHS Direct meeting the needs of mental health callers?

Cited by 4 publications

References 5 publications

A thematic analysis of men’s help‐seeking on an Australian health helpline

A thematic analysis of men’s help‐seeking on an Australian health helpline

When all other doors are closed: Telenurses' experiences of encountering care seekers with mental illnesses

Giving advice to callers with mental illness: adaptation among telenurses at Swedish Healthcare Direct

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