The Sandyford Initiative Sexual and Reproductive Health Service, Glasgow telephone helpline: improving access to sexual and reproductive health services

A. Spiers (1), M. Stewart

The Sandyford Initiative, Glasgow, UK

Introduction: Funding was allocated in the 2000/01 Health Improvement Programme budget to provide a dedicated telephone helpline for healthcare professionals to support sexual and reproductive health management in community settings. Previously all client and professional calls were taken randomly by clinicians working in busy clinics. Because of the volume of calls this led to delays in clients attending the clinic being seen.

Method: The project was piloted in one Local Healthcare Co-operative before the service was implemented to all healthcare providers in Glasgow. Subscribers were actively recruited by providing initial information about the new service with an invitation to subscribe and participate in the evaluation of the service by completing a survey or taking part in short 1-1 interviews. Subscribers consisted of General Practitioners, practice/hospital nurses, health visitors, midwives, social workers, carers and support workers, children’s support workers and pharmacists.

Results: 60% of subscribers returned the survey. 3 participated in interviews. Preliminary evaluation showed that subscribers were comfortable with specialist nurses dealing with enquiries, almost all enquiries were dealt with immediately, rapid return of call if medical advice was required and satisfaction with ability to provide rapid referral for clients with most problems. Many professionals felt that a dedicated client helpline would be valuable. Training needs for helpline staff would have to be met.

Conclusion: The results demonstrated the value of a dedicated telephone helpline for professionals. In response to demand further funding was sought to expand the helpline to enable it to provide immediate access for clients, as well as professionals, to evidence based information, advice and counselling on all aspects of sexual, reproductive and emotional health. Clients would also be able to access test results. Today the helpline is staffed weekdays, business hours, by a team of trained, experienced nurses who receive around 900 calls per month. Approximately 40% of total calls are for test results.