Utilization of a community pharmacy-operated national drug information call center in Finland

Pohjanoksa-Mäntylä, Marika; Antila, Juha; Eerikäinen, Sari; Enäkoski, Marianne; Hannuksela, Olli; Pietilä, Kirsi; Airaksinen, Marja

doi:10.1016/j.sapharm.2007.05.001

Cited by 27 publications

(24 citation statements)

References 24 publications

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“…In this study, the majority of patients (67.9%) and callers (77.2%) were female, consistent with several other studies of queries to pharmacists [10, 11, 13, 15, 16]. …”

Section: Discussionsupporting

confidence: 91%

Medication-related calls received by a national telenursing triage and advice service in Australia: a retrospective cohort study

Lake

Raban

et al. 2017

BMC Health Serv Res

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BackgroundTelenursing triage and advice services are increasingly being used to deliver health advice. Medication-related queries are common, however little research has explored the medication-related calls made to these services. The aim of this study was to examine the profile of medication-related calls to a national telenursing triage and advice service and the medications involved.MethodsThis was a retrospective cohort study of medication-related calls received by Australia’s national helpline (healthdirect helpline) in 2014, which provides free advice from registered nurses. We examined the volume of medication-related calls over time, user profiles for patients and callers, and call characteristics and we also investigated medications involved in the calls by their generic names and therapeutic classes.ResultsOf 675,774 calls, 3.8% (n = 25,744) were medication-related, which was the largest category of calls. The average call length was 10 min. Over half of callers (55.4%) were advised to deliver self-care. Of 7,459 calls where the callers reported they did not know what to do prior to calling, 56.8% were advised to self-care and 3.5% were transferred to the Poisons Information Centre immediately. Of 1,277 calls where callers reported that they had originally intended to call an ambulance or attend an emergency department (ED), none were advised to do so. Advice most frequently requested was about analgesics and antipyretics, followed by non-steroidal anti-inflammatory agents.ConclusionThe telenursing triage and advice helpline offered quick and easily accessible advice, and provided reassurance to patients and callers with medication-related queries. The service also potentially diverted some patients from attending an ED unnecessarily.

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“…In this study, the majority of patients (67.9%) and callers (77.2%) were female, consistent with several other studies of queries to pharmacists [10, 11, 13, 15, 16]. …”

Section: Discussionsupporting

confidence: 91%

Medication-related calls received by a national telenursing triage and advice service in Australia: a retrospective cohort study

Lake

Raban

et al. 2017

BMC Health Serv Res

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“…This is consistent with the literature suggesting that women tend to seek health information more often than men [13,14,23], and for either themselves or a 'family' member [24]. It also aligns with data from other MCCs [25,26]. However, our study found a relatively high proportion of (young) males calling…”

Section: Characteristics Of (Antipsychotic) Medication Information Sesupporting

confidence: 92%

Consumers’ questions about antipsychotic medication: revealing safety concerns and the silent voices of young men

Weersink

Taxis

McGuire

et al. 2014

Soc Psychiatry Psychiatr Epidemiol

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“…Most of the inquiries were regarding the dosage adjustment for pediatric and adverse drug reactions. According to Pohjanoksa-Mäntylä et al, [19] the reason this category of drugs was frequently inquired was because those drugs were the most commonly prescribed drugs for patients.…”

Section: Discussionmentioning

confidence: 99%

Drug information service awareness program and its impact on characteristics of inquiries at DIS unit in Malaysian public hospital

Ali¹,

Yusoff²,

Joffry³

et al. 2013

Arch Pharma Pract

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Objectives:To study the Drug Information Service (DIS) awareness program organized by a DIS unit in Malaysian hospital through utilization of provided services by the healthcare professionals, allied healthcare providers, patients and the public, and to identify the characteristics of inquiries received. Materials and Methods: An awareness program to promote the services of the DIS unit was held throughout the month of March in 2010. Drug information queries forms that have been documented six months prior to (September 2009-February 2010) and six months after (April-September 2010) the awareness program were collected and assessed. Mean monthly inquiries volumes pre-and post-program were compared to evaluate the effectiveness of the program. Types of information requestors, inquiries, reference sources, and drug class information were identified and evaluated. Results: A total of 747 drug information queries forms were received during the study period. The mean total utilization of the DIS unit services after (63.67 ± 18.24) the DIS awareness program was increased but not significant (P < 0.05) when compared to records before (60.83 ± 21.49) the program. Majority of the DIS service users were the pharmacist (67.5%), followed by the doctors (24.9%). Most inquiries were regarding the dosage and route of administration of drugs (61.4%). The most frequently referred sources of information were the Micromedex and the Internet (37.3%). The most common inquiries were related to the anti-infective agents (37.8%). Conclusion: Provision of sufficient and accurate drug information to the healthcare professionals, patients, and the public is crucial to ensure optimization of therapy. The utilization of services provided by the DIS unit should be supported. Frequent DIS awareness program should be undertaken to promote and encourage the use of services.

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Utilization of a community pharmacy-operated national drug information call center in Finland

Cited by 27 publications

References 24 publications

Medication-related calls received by a national telenursing triage and advice service in Australia: a retrospective cohort study

Medication-related calls received by a national telenursing triage and advice service in Australia: a retrospective cohort study

Consumers’ questions about antipsychotic medication: revealing safety concerns and the silent voices of young men

Drug information service awareness program and its impact on characteristics of inquiries at DIS unit in Malaysian public hospital

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