Efficacy of a "contact center-based communication" in optimizing the care of inflammatory bowel diseases

被引：9

作者：

Castiglione, Fabiana ^{[1
]}

Imperatore, Nicola ^{[1
]}

Testa, Anna ^{[1
,2
]}

Rea, Matilde ^{[1
]}

Nardone, Olga Maria ^{[1
]}

Gervetti, Paola ^{[1
]}

Taranto, Maria Laura ^{[1
]}

D'Onofrio, Gaetano ^{[2
]}

Caporaso, Nicola ^{[1
]}

Rispo, Antonio ^{[1
]}

机构：

[1] Sch Med Federico II Naples, Dept Clin Med & Surg, Gastroenterol, Naples, Italy

[2] AOU Federico II Naples, Med, Naples, Italy

来源：

DIGESTIVE AND LIVER DISEASE | 2016年 / 48卷 / 08期

关键词：

Adherence; Contact center; Crohn; IBD; IBD-helpline; Ulcerative colitis; TELEPHONE HELPLINE; EPIDEMIOLOGY; MANAGEMENT; NONADHERENCE; PREVALENCE; PATIENT; CROHNS;

D O I：

10.1016/j.dld.2016.03.028

中图分类号：

R57 [消化系及腹部疾病];

学科分类号：

摘要：

Background: Telephone helplines are a useful vehicle for the management of chronic diseases even though data on how these can ease management of inflammatory bowel disease (IBD) is still scarce. AIM: to analyze our two-years' experience with the first telephone helpline dedicated to IBD in Italy. Methods: The main outcomes of using a contact center (CC) at our Unit were analyzed; all data was prospectively collected. Patients' requests were classified into medical or non-medical. The percentage of hospitalized patients in the pre-CC period was compared to that after CC activation, to assess the potential clinical gain of using CC. The calls were divided into 5 categories to evaluate a potential correlation between patients' number of calls and risk of hospitalization. Results: The CC received 11,080 calls and handled 11,972 requests. In particular, 63% of patients phoned monthly for a medical consultation, and 37% called for non-medical reasons. In 2012, the followed-up patients were 1658 with 230 IBD-caused hospitalizations (14%); in 2014, the followed-up patients were 1962 with 182 hospitalizations (9%) (p<0.01). The risk of hospitalization exponentially increased with the number of calls: from 3% for 0-5 calls to 41% with >30 calls (p< 0.01). Conclusion: A dedicated CC could provide additional clinical gain, care, and support for IBD patients. (C) 2016 Editrice Gastroenterologica Italiana S.r.l. Published by Elsevier Ltd. All rights reserved.

引用

页码：869 / 873

页数：5

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