ArticleBMJ open2020
Service users' experiences of contacting NHS patient medicines helpline services: a qualitative study.
Article in BMJ open, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 4 papers.
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Who cites it
4 citing papers in PubMed, 7 citations in OpenAlex.
- What do users want from rheumatology telephone advice lines? A cross-sectional survey with the National Rheumatoid Arthritis Society.Rheumatology advances in practice · 2025Article
- Patient preferences for the provision of NHS medicines helpline services: a discrete choice experiment.Journal of pharmaceutical policy and practice · 2024Article
- Developing a WhatsApp hotline for female entertainment workers in Cambodia: a qualitative study.mHealth · 2022Article
- Pharmacy professionals' views regarding the future of NHS patient medicines helpline services: a multimethod qualitative study.BMC health services research · 2021Article
Corrections and comments
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Authors and funding
4 authors at 1 institution in 1 country.
Funding
No grant is acknowledged in the PubMed record.
Abstract
objectivesPatient medicines helpline services (PMHS) are available from some National Health Service (NHS) Trusts in the UK to provide medicines information to hospital patients and carers. To date, studies of PMHS have examined the views of service users via satisfaction surveys. This study used qualitative methods to explore service users' experiences of using a PMHS, including perceived benefits and areas for improvement.
designQualitative, using semi-structured interviews.
settingThis study was conducted across seven NHS Trusts in England.
participantsForty users of PMHS were individually interviewed over the telephone. Interviews were audio-recorded, transcribed verbatim and analysed using Braun and Clarke's inductive reflexive thematic analysis. Ethical approval was obtained before study commencement.
resultsParticipants predominantly called a PMHS for themselves (82%; carers: 18%). Two main themes were generated.
conclusionsPMHS are perceived to be a valuable means of accessing timely medicines-related support when patients and carers may be feeling particularly vulnerable. However, their availability and promotion could be improved. We recommend that providers of PMHS consider whether this is achievable, in order to better meet the needs of service users.
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