Patient Characteristics Associated with Frequent Calls to a Headache Specialty Clinic

Fisher, Karen G.; Calhoun, Anne H.; Ford, Sutapa; Pruitt, Amy P.; Finkel, Alan G.; Mann, J. Douglas

doi:10.3810/pgm.2011.07.2317

Cited by 7 publications

(6 citation statements)

References 17 publications

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“…The challenge the TNs experienced with FCs in the present study is congruent with the study by Holmström et al (), where FCs constituted a challenge for TNs and often comprised the caller's worries and anxieties. Furthermore, in the background it is described that in several studies the FCs were more likely to have psychiatric comorbidity (Corral et al, ; Edwards et al, ; Fisher et al, ; Liu et al, ; Middleton et al, ; Pirkis et al, ; Ramors‐Rivers et al, ; Spittal et al, ), which also seems to be the case in the present study according to these TNs. It has previously been shown that there is a positive relationship between expressions of concern by the caller and disapproval by the nurse (Ernesäter, Engström, Winblad, Rahmqvist, & Holmström, ).…”

Section: Discussionsupporting

confidence: 76%

“…Although there is no consensus on a definition of the term, the phenomenon of FCs is described in the studies that use the term. In several studies, the FCs were more likely to have psychiatric comorbidity (Corral, Yaur, Diaz, Simmons, & Sussman, ; Edwards, Bassett, Sinden, & Fothergrill, ; Fisher et al, ; Liu et al, ; Middleton et al, ; Pirkis et al, ; Ramors‐Rivers et al, ; Spittal et al, ). Furthermore, a connection has been found between medical‐psychiatric comorbidity and frequent use of primary care resources (Ferrari, Galeazzi, Mackinnon, & Rigatelli, ).…”

Section: Introductionmentioning

confidence: 99%

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A survey of telephone nurses’ experiences in their encounters with frequent callers

Skogevall

Holmström

Kaminsky

et al. 2020

Journal of Advanced Nursing

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Aim The aim of this study was to describe telephone nurses’ experiences of their encounters with frequent callers to Swedish Healthcare Direct. Design A descriptive inductive design with qualitative approach. Methods Data collection was performed during the period of September 2017 – June 2018. A total of 199 telephone nurses working at 10 Swedish Healthcare Direct sites with different geographical locations in Sweden answered a survey containing seven open‐ended questions. Data analysis was performed during the period of September 2018 – June 2019. The answers were analysed using content analysis. Results The telephone nurses perceived that the encounters with frequent callers were sometimes frustrating as they felt unable to help. According to the telephone nurses, the frequent callers called about the same issues several times and the calls were often about loneliness and psychiatric problems. The telephone nurses were worried about missing something urgent; one of the aspects leading to this was the perception of knowing the caller. They expressed a wish to know more about frequent callers and strategies for helping them. A common care plan for frequent callers’ calls was suggested. Conclusion Telephone nurses often found it difficult to handle calls from frequent callers. However, they had a will to care for frequent callers and to learn more about them. Therefore, a common strategy, education and training for telephone nurses in answering calls from frequent callers could be beneficial for both callers and telephone nurses. Impact statement This study offers insights to researchers, telephone nurses and managers of telephone nursing, regarding telephone nurses’ experiences in handling frequent caller calls. These findings can offer direction for the content of a possible intervention.

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Section: Discussionsupporting

confidence: 76%

Section: Introductionmentioning

confidence: 99%

A survey of telephone nurses’ experiences in their encounters with frequent callers

Skogevall

Holmström

Kaminsky

et al. 2020

Journal of Advanced Nursing

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“…Telephone communication in IBD care is common, and will involve reporting clinical status, treatment, reassurance as well as completion of healthcare forms and insurance authorization. There is limited information on telephone activity volume or the reasons for calls in the care of chronic illness, including IBD 123 . Systematic study of telephone encounters as a predictor of adverse outcomes such as imminent emergency department (ED) use and hospitalization in IBD has not been pursued.…”

Section: Introductionmentioning

confidence: 99%

Association Between Telephone Activity and Features of Patients With Inflammatory Bowel Disease

Ramos-Rivers

Regueiro

Vargas

et al. 2014

Clinical Gastroenterology and Hepatology

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Background & Aims Telephone communication is common between health care providers and patients with inflammatory bowel disease (IBD). We analyzed telephone activity at an IBD care center to identify disease and patient characteristics associated with high levels of telephone activity and determine if call volume could identify individuals at risk for future visits to the emergency department (ED) or hospitalization. Methods We performed a prospective observational study in which we categorized telephone calls received by nursing staff over 2 years at a tertiary care IBD clinic (2475 patients in 2009 and 3118 in 2010). We analyzed data on 21,979 ingoing and outgoing calls in 2009 and 32,667 calls in 2010 and assessed associations between clinical factors and logged telephone encounters, and between patterns of telephone encounters and future visits to the ED or hospitalization. Results Telephone encounters occurred twice as frequently as office visits; 15% of the patients generated >10 telephone encounters/y, and were responsible for half of all telephone encounters. A higher percentage of these high telephone encounter (HTE) patients were female, had Crohn's disease, received steroid treatment, had increased levels of C reactive protein and rates of erythrocyte sedimentation, had psychiatric co-morbidities, and had chronic abdominal pain than patients with lower telephone encounters. The HTE patients were also more frequently seen in the ED or hospitalized over the same time period and in subsequent years. Forty-two percent of patients with >8 telephone encounters within 30 days were seen in the ED or hospitalized within the subsequent 12 months. Conclusions Based on an analysis of phone records at an IBD clinic, 15% of patients account for half of all calls. These HTE patients are a heterogeneous group with refractory disease who are likely to visit the ED or be hospitalized.

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“…In the current study, patients with increased telephone encounter volume had significantly higher rates of anxiety and/or depression. Characterization of high frequency telephone callers in patients with Parkinson’s disease 21 , a specialty headache clinic 22 , an epilepsy hotline 23 , and general counseling service 24 have demonstrated similar association with mental health comorbidities and telephone activity. Furthermore, we identified a small proportion of patients who have persistently high telephone activity and who contributed disproportionately to expenditures.…”

Section: Discussionmentioning

confidence: 98%

Telephone Encounters Predict Future High Financial Expenditures in Inflammatory Bowel Disease Patients

Click

Anderson²,

Rivers³

et al. 2018

Journal of Clinical Gastroenterology

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Patient Characteristics Associated with Frequent Calls to a Headache Specialty Clinic

Abstract: In this university-based headache specialty clinic, HF callers were more likely to be opioid users on high morphine-equivalent doses. Compared with LF callers, HF callers placed a greater burden on health care resources as perceived by staff and physicians.

Cited by 7 publications

References 17 publications

A survey of telephone nurses’ experiences in their encounters with frequent callers

A survey of telephone nurses’ experiences in their encounters with frequent callers

Association Between Telephone Activity and Features of Patients With Inflammatory Bowel Disease

Telephone Encounters Predict Future High Financial Expenditures in Inflammatory Bowel Disease Patients

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