Authors
- Jenny McGuirk1,
- Linda Nolte1,
- Karen Detering1
- Advance Care Planning Australia1
2018
Excerpt
Jenny McGuirk has been an Advance Care Planning Community Ambassador for five years. She has been involved in the development and expansion of this role. Jenny served 15 years as the Chaplain for Pastoral Care and Counselling to the Victorian Liver Transplant Unit. Two years were also spent in the patient representative role at Austin Health.
Abstract
Authors: Jenny McGuirk; Linda Nolte; Dr Karen Detering
Advance Care Planning Australia operates a national advisory service responding to phone and email enquiries from health professionals, aged care workers and the general public; providing information, support and referrals. The phone advisory line has been operating since 2014. Call volume has increased from approximately 16 calls per month up to an average of 72 calls per month. Initially the advisory service was only staffed by health professionals.
In 2017 a 20-week study period was undertaken where volunteers and health professionals answered the phone 50% of the time each. The level of satisfaction with the service provided was measured and compared. 87% of survey respondents were satisfied or very satisfied with the service by a health professional versus 92% of those who were answered by a volunteer.
This innovative volunteer led model of service is sustainable, values volunteers and meets a need within the community and health sectors. There is a rigorous training program for volunteers, and a strong support system in place. This enables volunteers to be highly skilled in advance care planning knowledge and processes, and ensures accurate and up to date information is provided. This is a Commonwealth government supported project.
Abstract
Authors: Jenny McGuirk; Linda Nolte; Dr Karen Detering
Advance Care Planning Australia operates a national advisory service responding to phone and email enquiries from health professionals, aged care workers and the general public; providing information, support and referrals. The phone advisory line has been operating since 2014. Call volume has increased from approximately 16 calls per month up to an average of 72 calls per month. Initially the advisory service was only staffed by health professionals.
In 2017 a 20-week study period was undertaken where volunteers and health professionals answered the phone 50% of the time each. The level of satisfaction with the service provided was measured and compared. 87% of survey respondents were satisfied or very satisfied with the service by a health professional versus 92% of those who were answered by a volunteer.
This innovative volunteer led model of service is sustainable, values volunteers and meets a need within the community and health sectors. There is a rigorous training program for volunteers, and a strong support system in place. This enables volunteers to be highly skilled in advance care planning knowledge and processes, and ensures accurate and up to date information is provided. This is a Commonwealth government supported project.