Patient satisfaction with a nurse-led, telephone-based disease management service in Birmingham

In April 2006, a nurse-led telephone-based service was launched in Birmingham to improve the health outcomes of up to 2000 patients with high-risk, long-term conditions. Patients received regular telephone calls and educational materials selected according to their conditions. In August 2006, 506 questionnaires with 30 five-point Likert-type questions were sent to patients and 128 were returned within four weeks (25% response rate). The results showed that 96% of the respondents strongly agreed or agreed that they were satisfied with the quality of service being provided by the care managers. The educational material (care books) was found to be informative, easy to read and easy to understand. The qualitative feedback indicated that patients perceived the service to be useful, accessible and helped them to be more efficient in taking care of themselves. More than 40% of the patients agreed that the service reduced their need to go to hospital. Using a telephone-based disease management service seems to be an acceptable option for patients with long-term conditions in the UK.