Ms Esther McMillan-Drendel1, Mr David Marco2,4, Prof Jennifer Philip2,6, Ms Theresa Williamson3, Prof Brian Le1,5
1Palliative Care, The Royal Melbourne Hospital, Parkville, Australia, 2Centre for Palliative Care, St. Vincent’s Hospital, Fitzroy, Australia, 3Palliative Care, Department of Health, Melbourne, Australia, 4Department of Medicine, University of Melbourne, Parkville, Australia, 5Palliative Care, Peter MacCallum Cancer Centre, Melbourne, Australia, 6Palliative Care, Victorian Comprehensive Cancer Centre, Melbourne, Australia
Biography:
Esther McMillan-Drendel is a Registered Nurse with over 15 years’ experience in senior positions across Australia in palliative care, intensive care, medicolegal and forensic medicine.
Esther demonstrates an extensive knowledge of systems, communications, and digital innovation. Applying these skills and expertise across both clinical and operational areas, including change management and quality improvement.
Establishing the Victorian Palliative Care Advice Service in 2020 enables the public and clinicians to access specialist advice and support when they need it most. In this role, Esther continues to strive for equitable access to specialist healthcare, through innovation and removing barriers for all Victorians.
Abstract:
Background: Ongoing challenges exist in developing sustainable service models to meet the increasing palliative care needs of patients at home, especially in regional and rural communities. The Victorian Palliative Care Advice Service (PCAS) was established in 2020 to provide free and accessible state-wide telephone-based specialist palliative care support and advice for healthcare professionals and the public in Victoria. Nurse telephone operators captured measures relating to caller demographics, disease type, reason for call, and perceived utility of service.
Aims: The aim of the review was to explore and describe the first 1000 contacts to the service. Information including caller demographics, disease types, topics discussed, and perceived utility will be described to inform continuous improvement to promote further reach and impact of service.
Methods: A retrospective analysis of electronic client records from 1000 consecutive calls received by the service between 26 May 2020 (service commencement) and 24 October 2022.
Results: Most calls received were from members of the public (62%) and related to malignant conditions (41%). Regional/rural clients comprised 45% of all calls to the service, of which half (50%) were health professionals seeking advice on symptom management and medication. One third (29.3%) of all calls from health professionals were escalated to a palliative care medical consultant. PCAS prevented calls to emergency services in 10% of cases, and 82% of callers reported their issue was “Very Much” or “Completely” addressed.
Conclusion: PCAS was shown to be frequently used by the public and healthcare professionals supporting patients with advanced, life-limiting illnesses. The service provided a high impact, low-cost solution without requiring complex technology, delivering a rapid connection for consumers with specialist palliative care expertise that might otherwise be unavailable, particularly in regional areas.