VHI Launches First Ever Health Information Telephone Line

16th November 1999 - VHI today launched a pioneering Irish Health Information Telephone Line which will provide up-to-date health information 24 hours a day, 365 days a year. The Health Information line is being made available to Option Plan members with effect from their next renewal date.

The information line will be based in Navan, Co Meath and staffed by Irish nurses who will provide up-to-date facts on medical conditions, their causes and treatments available, health education, drugs and dosages, lists of local doctors and pharmacies, support and self-help groups.

Dr. Bernadette Carr, Medical Director VHI said, "this is a significant development for our Option Plan members as it allows them access for the very first time in this country to a 24-hour health information line staffed by qualified Nurses".

VHI also announced further improvements to its Option Plans with the following enhanced benefits, which can be included as part of a Member’s annual out-patient claim.

• Dental check-up: £15 per annum in excess of any social welfare benefit paid.
• Maternity cover: Increases from £40 to £150 per annum for pre and post-natal out-patient visits.
• Alternative medicine: £15 per visit for acupuncture, chiropracty or osteopathy, where treatment is provided by a registered GP.

All of the additional benefits including the Health Information Line are available to Option Plan members as they renew their policies throughout the year at no extra charge.

As a result of members being notified of these additional benefits in late September, membership of Options has increased by an additional 4,000.

VHI Options were launched two years ago and already over 360,000 members have availed of these plans accounting for a quarter of VHI’s total membership.

Case Studies
EXAMPLES OF INFORMATION SOUGHT BY CLIENTS USING THE HEALTH INFORMATION LINE

A.Mrs. B. telephoned on behalf of her husband who had a stroke 2 weeks ago. His GP has prescribed aspirin daily and she would like to know if there are any side effects to taking aspirin.

Using up to date drug information the Nurse informed Mrs. B that there are some side effects associated with this drug but that not everyone reacts the same way. She went on to explain some of the more common problems experienced such as irritation of the stomach lining (therefore if any gastric upset is suffered or change in colour of stools noticed, inform the GP straight away). Some people have experienced a ringing in the ears (tinnitus), again report such a side effect to the GP.

B.Mr. H has been prescribed arthrotec for some years to help control his arthritic pain and he has telephoned the Health Information line to enquire if he can take ibuprofen for his occasional headaches as he has been recommended to try them by his brother or would this upset his current medication.

The nurse was able to call up the relevant information on both drugs and inform Mr. H. that such a combination would increase his risk of side effects therefore it would be better to discuss his medication with his regular pharmacist.

C.Mrs. T. was diagnosed earlier in the year as suffering from gallstones and wishes to know more about the condition. She was informed by the qualified nurse on the Information line that the condition is caused by stones forming in the gall bladder which is found in the right upper abdomen. Pain is felt when the gall bladder contracts, some stones may be squeezed out into the bile ducts and occasionally block the flow of bile which is released by the gall bladder in response to fatty foods being eaten. This may produce a yellow tinge to the skin as the pigment in the bile overflows into the blood and darker urine if the pigment overflows into the urine. Mrs. T was reassured by discussing her condition with a qualified nurse and gratefully accepted the offer of a printed leaflet explaining the condition and treatments available.

D.Mrs. W. was very anxious about her ability to cope with her son who had just been diagnosed as suffering from cystic fibrosis and wanted to know if there were any support groups she could contact.
The Nurse gave Mrs. W the telephone number of the Cystic Fibrosis Association of Ireland and suggested she contact them in the first instance. Mrs. W. was also informed that she could call back at any time for further information.

FURTHER BACKGROUND INFORMATION

VHI’S HEALTH INFORMATION TELEPHONE LINE

VHI has engaged Europ Assistance to provide this new innovative telephone line in Ireland.

EA are the world’s largest supplier of assistance and related insurance services. They provide medical advice, assistance and emergency services world-wide, 24 hours a day, 365 days a year. They have an international network operating in 208 countries, with 29 operation centres world-wide. EA handles an assistance call every 15 seconds.

EA employs 60 people in Navan including six Irish nurses to handle the VHI Information Line supported by the latest technology.

The VHI Health Information Line can be accessed by being a member of VHI Options.

Information is only given by qualified registered nurses who have also received further professional training in providing information over the telephone.

All calls will be treated in the strictest confidence, in line with the nurses’ code of professional conduct. VHI do not interfere with the doctor/patient relationship in any way. Members are referred to their own practitioners whenever appropriate.

EA operates a similar service in the UK on behalf of health authorities, hospitals and insurance companies.