march 2013 healthlinkbc barb leslie, director dietitian services
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March 2013
HealthLinkBCBarb Leslie, Director
Dietitian Services
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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
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HealthLink BC Public Services
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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.
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Dietitian Services at HealthLinkBC
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• 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
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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
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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
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HealthLink BC Dietitian - Top 10 Categories
Telephone Service
1. Chronic Disease 2. Infant Feeding3. Gastrointestinal Concerns4. Healthy Eating5. Food6. Food Allergy and Intolerance7. Safe Food & Water8. Healthy Weight9. Nutrients and Supplements10.Cancer
Email Service
1. Healthy Eating2. Healthy Weight3. About Dietitians4. Nutrients and Supplements5. Digestive Concerns6. Babies and Children7. Food8. Diabetes9. Heart Disease10.Food Allergy and Intolerance
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Clients - 2011
• How do clients find out about Dietitian Services?• Self-referral 60%
• Referred by Health Care Provider 21%
• Print or Website 5%
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Nutrition Care Type - 2011
• Dietitian Defined Nutrition Care Type:• Nutrition Information: 54%
• In-depth Individualized Nutrition Information:28%
• Medical Nutrition Therapy: 18%
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Dietitian Services – Performance - 2011
Outputs
Short Term
Outcomes (11-12)
Medium Term
Outcomes
General Service 17,857 calls & emails received
Interventions: 73% education 9% counselling3% care coordination
5% increase in calls/emails offered over prior year
98% of clients say they receive the help they ask for
Specialty Area Client
Encounters: 313 Pediatric, 573 Oncology, 576 Allergy
57% increase in specialty area client encounters
Nutrition Resources
105 consumer, 137 translated, 146 professional 22,710 nutrition resources downloaded, emailed, or mailed
CPEN evidenced based resources answer 91% of caller needs
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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
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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 12
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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.
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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
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Healthy Eating Promotion Service
• http://healthyfamiliesbc.ca• Blogs!
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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
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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
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• 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
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Customized Practice Based Evidence in Nutrition (CPEN)
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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 19
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CPEN
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A codified documentation tool at HealthLink BC: First Contact Dietitian - February 2011Purpose: 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
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FC Dietitian Telehealth Record
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FC Dietitian Telehealth Record
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