An evaluation of a hospital-based patient medicines information helpline

Aim. To determine patient satisfaction with a medicines information telephone helpline and assess the service's impact on patient outcomes. Design. Questionnaire survey. Subjects and setting. Users of the medicines helpline at Charing Cross Hospital between January and March 2001. Results. Of the 87 callers who consented to take part in the study, 58 (67%) returned questionnaires. The most common type of call was regarding administration and dosage (28%). The most common group of callers were surgical patients (36%). 92% of recommendations given were found to be appropriate by an expert panel. A third of calls were thought to have arisen from inadequate information given to the patient. All callers reported a high level of satisfaction with the information received. Recommendations made were reported to have been followed by 97% of respondents. Nearly 90% thought the information had a positive impact on their lives. Conclusion. The helpline provides a valued service to patients, who are generally satisfied with the information given and believe that it has a positive impact on their lives. However, the types of calls received highlights areas where inadequate information is being given to patients.