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首页> 外文期刊>The International journal of pharmacy practice >Phone calls to a hospital medicines information helpline: analysis of queries from members of the public and assessment of potential for harm from their medicines.
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Phone calls to a hospital medicines information helpline: analysis of queries from members of the public and assessment of potential for harm from their medicines.

机译：致电医院药品信息服务热线：分析公众询问并评估其药品的潜在危害。

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OBJECTIVE: To find out what questions the public ask of pharmacists on a hospital medicines information helpline, and to assess the potential for improving individuals' management of medicines through telephone helpline support. METHODS: We analysed consecutive phone calls made by members of the public over 6 months to a hospital pharmacy medicines information helpline. Calls were coded for type of medicine, reason for phoning and any error revealed in the call. We also looked at which medicines were associated with harm and/or potential for harm had the caller not enquired about appropriate action to take. KEY FINDINGS: Five hundred of the 923 consecutive calls to the helpline were from members of the public (including discharged hospital patients). Antimicrobial agents, analgesics and cardiovascular medicines accounted for approximately half of all calls. The reason for phoning was most often to ask about interactions (22%), directions for use (21%) or advice on adverse effects (15%). In a third of calls it is possible an error had occurred (including patient error and directions missing from a dispensed item). Forty-eight per cent of calls were concerned with harm or judged to have potential for harm had professional information not been available. Four of these cases (0.8%), one of which was patient error and three of which were adverse effects reported by the caller, were categorised as Harm Index category F, defined as requiring intervention and referral. CONCLUSIONS: Our medicines information helpline appears to be a valuable resource for discharged patients and public and the advice given may be expected to improve safety with medicines and reduce harm. Our results reveal gaps in patient education about their medicines, some of which could be addressed by dispensing staff or the pharmacist at discharge. The data provide a baseline for measuring improvements in medicines management and will be useful in identifying patients who may benefit from follow-up call support from pharmacists.
机译：目的：找出公众对药剂师在医院药品信息求助热线中提出的问题，并通过电话求助热线支持评估改善个人对药物管理的潜力。方法：我们分析了六个月来公众连续打给医院药房信息咨询热线的电话。呼叫按药品类型，打电话原因和呼叫中发现的任何错误进行了编码。我们还研究了在呼叫者未询问采取适当措施的情况下，哪些药物与危害和/或潜在危害有关。主要发现：连续923次热线服务电话中有500次来自公众（包括出院的患者）。抗菌药物，止痛药和心血管药物约占所有需求的一半。打电话的原因通常是询问互动（22％），使用说明（21％）或不良反应建议（15％）。在三分之一的呼叫中，可能发生了错误（包括患者错误和分配物品中缺少指示）。如果没有专业信息，则有48％的电话与伤害有关或被判定为有伤害潜力。这些病例中有4例（占0.8％），其中1例是患者错误，而3例是呼叫者报告的不良反应，被归类为危害指数F类，定义为需要干预和转诊。结论：我们的药物信息求助热线似乎是出院患者和公众的宝贵资源，并且所提供的建议可望改善药物的安全性并减少伤害。我们的结果揭示了患者对其药物的教育方面的空白，其中一些可以通过配药人员或出院时的药剂师来解决。该数据为衡量药物管理的改善提供了基准，将有助于识别可能从药师的随访电话支持中受益的患者。

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