Health Policy Manag.  2023 Jun;33(2):185-193. 10.4332/KJHPA.2023.33.2.185.

Effects of Telephone Hotline Counseling Program on Stroke Care

• Kim BK
• Kang DW
• Kim DY
• Park JH
• Woo JS
• Kim YH
• Kim HS
• Moon MJ
• Lee JY
• Guk HS
• Kim N
• Choi SW
• Ahn H
• Yang BSK
• Kim JY
• Kang J
• Han MK
• Bae HJ
• Kim BJ

• KMID: 2549098
• DOI: http://doi.org/10.4332/KJHPA.2023.33.2.185

Abstract

Background
This study focuses on the establishment and operation of a stroke patient hotline program to help patients and their caregivers determine when acute neurological changes require emergency attention. Method: The stroke hotline was established at the Gyeonggi Regional Cerebrovascular Center, Seoul National University Bundang Hospital, in June 2016. Patients diagnosed with stroke during admission or in outpatient clinics were registered and provided with stroke education. Consulting nurses managed hotline calls and made decisions about outpatient schedules or emergency room referrals, consulting physicians when necessary. The study analyzed consultation records from June 2016 to December 2020, assessing consultation volumes and types. Outcomes and hotline satisfaction were also evaluated.
Results
Over this period, 6,851 patients were registered, with 1,173 patients (18%) undergoing 3,356 hotline consultations. The average monthly consultation volume increased from 29.2 cases in 2016 to 92.3 cases in 2020. Common consultation types included stroke symptoms (22.3%), blood pressure/glucose inquiries (12.8%), and surgery/procedure questions (12.6%). Unexpected outpatient visits decreased from 103 cases before the hotline to 81 cases after. Among the 2,244 consultations between January 2019 and December 2020, 9.6% were recommended hospital visits, with two cases requiring intra-arterial thrombectomy. Patient satisfaction ratings of 9–10 points increased from 64% in 2019 to 69% in 2020.
Conclusion
The stroke hotline program effectively reduced unexpected outpatient visits and achieved high patient satisfaction. Expanding the program could enhance the management of stroke-related neurological symptoms and minimize unnecessary healthcare resource utilization.

Keyword

Stroke; Telemedicine; Referral and consultation; Health resources