Connecting callers with minor illness to a pharmacy telephone helpline after consultation with Swedish Healthcare Direct (SHD)

In careseekers with minor illness, does being connected to a pharmacy telephone helpline after consultation with Swedish Healthcare Direct (SHD) improve patient satisfaction, symtom resolution and/or health care utilization compared to careseekers not being connected?

Status

Active, not recruiting

Phases

Unknown

Study type

Interventional

Source

ISRCTN

Registry ID

ISRCTN93785368

Enrollment

110

Registered

2015-10-05

Start date

2015-11-02

Completion date

Unknown

Last updated

2016-10-17

For informational purposes only — not medical advice. Sourced from public registries and may not reflect the latest updates. Terms

Conditions

Minor illnesses, e.g. conditions that do not need medical treatment Signs and Symptoms

Interventions

The SHD nurses will have a stack of envelopes on their desk containing 1/2 letters saying ”no intervention” and 1/2 letters saying ”offer intervention”. Letters will be placed in the stack in random o

Eligibility

Sex/Gender

All

Inclusion criteria

Inclusion criteria: 1. Called is above 18 years of age 2. Person assessed by nurse at the SHD as suitable for practicing self-care for minor illness, for him/herself or for a child (No GP referral) 3. Person calling within the opening hours of the pharmacy telephone helpline (weekdays 4pm to 8pm)

Exclusion criteria

Exclusion criteria: 1. Calling for mental illness 2. Calling for suspected or confirmed miscarriage

Design outcomes

Primary

Measure	Time frame
1. Patient satisfaction is measured using a patient satisfaction scale (10-point Likert scale) 7 days after the intervention 2. Symptom resolution is measured by self-reporting on a 6 step scale (from full resolution to symptoms have worsened) comparing their symptoms to how they were at the day of the call to the SHD 7 days after the intervention 3. Health care utilization will be measured through self-reporting 7 days after the intervention	—

Measure

Time frame

1. Patient satisfaction is measured using a patient satisfaction scale (10-point Likert scale) 7 days after the intervention 2. Symptom resolution is measured by self-reporting on a 6 step scale (from full resolution to symptoms have worsened) comparing their symptoms to how they were at the day of the call to the SHD 7 days after the intervention 3. Health care utilization will be measured through self-reporting 7 days after the intervention

—

Secondary

Measure	Time frame
Experiences of receiving self-care advice when triaged to self-care for minor illness is measured using a questionnaire 7 days after the intervention.	—

Countries

Sweden

Outcome results

None listed

Source: ISRCTN (via WHO ICTRP) · Data processed: Feb 4, 2026