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March 2013

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

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March 2013

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  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

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