Calling for help
- The BHF Heart Information Line receives about 100 calls each day.
- Giving just £3.50 could help a BHF Cardiac Nurse deal with a call to the Heart Information Line.
- Call 0845 70 80 70 during office hours if you have questions or concerns about your heart health or a heart condition.
Calling for help
2005 saw radical changes to the British Heart Foundation’s Heart Information Line, allowing heart patients, relatives, health professionals and the general public even better access to a wide range of information on heart health.
Action
Our dedicated Heart Information Line has been up and running for three years, providing accurate, independent and confidential information on a wide range of issues relating to heart disease and heart health. A team of heart information officers and cardiac nurses offer help and support especially to patients and their families who may be struggling to cope with their condition as well as providing information on good heart health to the community.
Calls have risen dramatically since 2003, from around 19,000 a year to almost 30,000. In 2005 we introduced a caller option system, which offers three choices lifestyle, medical, and publications and insurance (our most common request) to speed up the time it takes callers to get through to the right person.
A computerised call monitoring system and an online statistical database have been set up to help us understand callers' needs and improve all aspects of the service. We've also introduced new wireless telephone headsets, which allow the nurses and information officers to search files and library materials without interrupting calls.
Impact
The changes were well received. The results of the follow-up survey were impressive, showing that 96% of those we asked said the new system was easy to use and 98% were either satisfied or very satisfied with it. Seventy-five percent of calls were answered first time, exceeding our targets, and the new IT systems have improved callers’ experience of the service, have allowed staff to specialise more, and have provided us with the information we need to continue making improvements.
Callers said:
“I was distressed at the time … the staff were incredibly helpful and sympathetic.”
“I now have the confidence that there is a person at the end of the line, prepared to help me when I am in need of information.”
Next steps
In 2006/07 the BHF aims to increase the size and skill base of the service by adding an expert nutritionist to the team. We aim to answer 41,000 enquiries, including 35,000 calls and carry out a comprehensive user-evaluation of the service through postal questionnaires to 1,000 callers.
By 2008/09 we expect to be giving information, help and support to 50,000 people every year.