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Personalized Telephone Care Center Support System Aimed to Improve Blood Glucose Control
Personalized Telephone Care Center Support System Aimed to Improve Blood Glucose Control -- Posted by Gumbo on 02-16-05 05:25
Personalized Telephone Care Center Support System Aimed to Improve Blood
Glucose Control
A personalized telephone care center support system, known as the Pro-Active
Call Center Treatment Support (PACCTS), provides a continuing satisfactory
service to patients with type 2 diabetes in improving their blood glucose
and is accepted by most patients, a new study found.Researchers randomized
patients from 47 general practices in a deprived urban area in northwest
England to usual care or to proactive call center support in addition to
usual care. PACCTS was delivered by 2 telecarers supported by a diabetes
specialist nurse. The aim of the system was to support and guide the patient
to achieve the best possible management of his/her diabetes. Study
participants received calls in a frequency inversely proportional to their
level of blood glucose control. The research team assessed satisfaction with
care in 591 patients at baseline and the end of the study using the Diabetes
Satisfaction and Treatment Questionnaire (DTSQ). In addition, they assessed
acceptability in 394 intervention patients after at least 3 proactive calls
from the call center and at the end of the trial. Moreover, a sample of 25
patients participated in in-depth semistructured interviews.The response
rates were 79% and 65% to the DTSQ and acceptability assessments,
respectively. Data revealed that patients in the intervention group
continued to report high levels of satisfaction with their treatment (95%
CI, 32.333.2 at 1 year). Moreover, the majority of the intervention patients
(>90%) said they strongly agreed or agreed that the telecarer approach was
acceptable. "Qualitative comments pointed to the importance of a
personalized service; increased feelings of well-being, including confidence
and self-control; help with problem-solving; and patients developing rapport
and a strong bond with the telecarers," the researchers noted.Based on the
study findings, the authors suggested that several processes can contribute
to a successful patient-centered, telephone-supported disease management.
According to the study authors, these include listening to and focusing on
the concerns of patients, individualized problem solving, and continuity of
care over time. "It may not be the information provision per se that is
important (raising awareness and knowledge), but its provision in a context
of enablement and support aimed at self-efficacy," they added. "The
development of a strong bond between the patient and telecarer may play a
major role in both the acceptability of the intervention and behavioral
change." (Long AF, et al. Diabetes Care 2005;28:283-9.)
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