1 / 23

March 2013

HealthLinkBC Barb Leslie, Director Dietitian Services. March 2013. About HealthLink BC.

dooley
Download Presentation

March 2013

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. HealthLinkBC Barb Leslie, Director Dietitian Services March 2013

  2. About HealthLink BC HealthLink BC is a non-emergency health information service that provides B.C. residents with 24-hour access to medically-approved information and advice at any time from anywhere in the Province, providing: • Nursing Services • Navigation Services • Pharmacist Services • Dietitian Services

  3. HealthLink BC Public Services Print: • is a self-care manual that provides information on common health concerns. Web: • is an interactive website with information on many health topics and over the counter and prescription drugs, as well as, an interactive symptom checker. Phone: • is an easy-to-remember three digit number for 24/7 access to non-emergency health information and advice. Application: • The BC Health Service Locator App helps you find clinics, hospitals and other health services near you.

  4. Dietitian Services at HealthLinkBC • History: • 1972: Dial-A-Dietitian opened in Greater Vancouver • 1991: Province-wide • 2002: Joined BC HealthGuide program • 2008: Dietitian Services at HealthLinkBC • 2010: HealthLink BC in the Ministry of Health

  5. Dietitian Services Mon. to Thurs. 8 a.m.–8 p.m. and Fri. 8 a.m.–5p.m. • Free of charge, up-to-date, evidence-based nutrition information, counselling and advice by telephone • General Contact Centre • Telephone - 1972 • Client Email - 2011 • Specialty Area Services • Allergy Nutrition - 2004 • Oncology Nutrition - 2007 • Pediatric Nutrition - 2011 • Provincial Food Policy - 2008 • Healthy Eating Promotion - 2011 • Resource Management Centre

  6. General Contact Centre • Mon. to Thurs. 8 a.m.–8 p.m. and Fri. 8 a.m.–5p.m. • Contact Centre registered dietitians (6.2 FTE) • Operations Manager (1 FTE) • Senior Dietitian, Practice Improvement (1 FTE) • Call 8-1-1 and ask to speak with a registered dietitian • Email a HealthLink BC Dietitian

  7. HealthLink BC Dietitian - Top 10 Categories Telephone Service • Chronic Disease • Infant Feeding • Gastrointestinal Concerns • Healthy Eating • Food • Food Allergy and Intolerance • Safe Food & Water • Healthy Weight • Nutrients and Supplements • Cancer Email Service • Healthy Eating • Healthy Weight • About Dietitians • Nutrients and Supplements • Digestive Concerns • Babies and Children • Food • Diabetes • Heart Disease • Food Allergy and Intolerance

  8. Clients - 2011 • How do clients find out about Dietitian Services? • Self-referral 60% • Referred by Health Care Provider 21% • Print or Website 5%

  9. Nutrition Care Type - 2011 • Dietitian Defined Nutrition Care Type: • Nutrition Information: 54% • In-depth Individualized Nutrition Information: 28% • Medical Nutrition Therapy: 18%

  10. Dietitian Services – Performance - 2011 Outputs General Service 17,857 calls & emails received Interventions: 73% education 9% counselling 3% care coordination Specialty Area Client Encounters: 313 Pediatric, 573 Oncology, 576 Allergy Nutrition Resources 105 consumer, 137 translated, 146 professional 22,710 nutrition resources downloaded, emailed, or mailed Short Term Outcomes (11-12) 5% increase in calls/emails offered over prior year 57% increase in specialty area client encounters CPEN evidenced based resources answer 91% of caller needs Medium Term Outcomes 98% of clients say they receive the help they ask for

  11. Annecdotal Self-Reported Outcomes….. • “….During the past 6 months I have phoned your office 4 times … I was given good advice and explanations on how to change and improve my diet … I have made a 33% reduction in triglycerides, a 12% reduction in cholesterol [sic] … I am 63 years old and I have a tradesmen's intellect and I was able to receive from your office that I describe as simple, easy to understand explanations of what appears to me to be a complicated subject. My doctor and myself are pleased with my progress and I really appreciate your help.” Email from W. D. • After 18 years on blood pressure medication I called your service and, since following your diet, I have lost 40 lbs. And am now off my medication. No, I love moving more than before.” BC Caller

  12. Specialty Area Services • All Specialty Area Nutrition Services provide: • Contact Centre services, professional support, and resource development services • Specialty Area Nutrition Services: • also develop Nutrition care plans where nutrition services do not exist in a community • Allergy (1 FTE) – 9:00 - 4:30 M-F • Oncology (1 FTE) – 9:00 – 4:30 M-F • Pediatrics (1.5 FTE) – 9:00 – 4:30 M-F

  13. Provincial Food Policy Service • The Provincial Food Policy Service at Dietitian Services supports provincial healthy eating initiatives: • Guidelines for Food and Beverage Sales in BC Schools and the Brand Name Food List • BC regulation restricting trans fat in food service establishments • Informed Dining - a voluntary program where participating restaurants provide nutrition information on all their standard menu items.

  14. Healthy Eating Promotion Service • The Healthy Eating Promotion Service was established in spring 2011 as the “public face of healthy eating initiatives in B.C.” to: • Support public outreach promotional campaigns and initiatives of the Ministry of Health Prevention Strategy, and • Increase awareness and facilitate education about healthy eating in British Columbia. • A current key area of focus is to support HealthyFamiliesBC initiatives http://healthyfamiliesbc.ca

  15. Healthy Eating Promotion Service • http://healthyfamiliesbc.ca • Blogs!

  16. Dietitian Services Resource Management Centre • Development of accessible, evidence-based resources, professional counselling tools and website content • Resources for consumers and professionals • Ministry of Health nutrition resources: • HealthLinkBC Files • BC HealthGuide Book and www.bchealthguide.org • Resources for specialty groups • Website access to resources for consumers and professionals at www.healthlinkbc.ca/dietitian

  17. Resource Management • Mon. to Thurs. 8 a.m.–8 p.m. and Fri. 8 a.m.–5p.m. • Registered dietitians (1.8 FTE) • Manager Resource Coordination • Web Officer • Supports the Dietitian Services Contact Centre • Maintains a web-based nutrition database customized for use by Dietitian Services at HealthLink BC (CPEN) in partnership with Dietitians of Canada • Prepares responses on “hot topics” – nutrition or food safety issues that are in the media

  18. Customized Practice Based Evidence in Nutrition (CPEN) • DAD collaborated in the development of CPEN with Dietitians of Canada in 2005-2006 • CPEN is a call centre “portal” of DC’s PEN knowledge base • Eat Right Ontario (ERO) uses a call centre tool called OPEN. • DAD Assisted Ontario in setting up their nutrition call centre pilot project in 2006-2007 • PEN partners participate in Annual Strategy Meetings and in PEN Product Steering Committee Meetings • Technical enhancements • Collaboration on content

  19. Why did we customize PEN? • CPEN allows for • Quick, efficient information retrieval by dietitians • Customization of resources for a call centre • Call Centre Resources for Dietitians • Standardized Responses (STDRES) • Counselling Guidelines • Topic Pages • Consumer Resources • Nutrition Fact Sheets • CPEN provides guidance for answering over 90% of callers’ inquiries • CPEN Feedback supports quality improvement

  20. CPEN

  21. A codified documentation tool at HealthLink BC: First Contact Dietitian - February 2011 Purpose: To introduce a Dietitian Electronic Documentation Tool as part of the HLBC electronic health record software application to facilitate: • A consistent approach to nutrition care - NCP/IDNT • Documentation of the client/dietitian encounter • Collection of business metrics via standard reports • Communication with other health care providers • Service evaluation

  22. FC Dietitian Telehealth Record

  23. FC Dietitian Telehealth Record

More Related