A NEW survey highlights that patients with rheumatoid arthritis want faster and more personal access to rheumatology telephone advice lines, underscoring the growing strain on these services.
Telephone advice lines have become a central feature of rheumatology care in the United Kingdom, but demand is outpacing current capacity. In a large online survey of 1,423 participants, most respondents were women with long-standing rheumatoid arthritis and aged between 61 and 80 years. The findings provide insight into why patients use advice lines and how they perceive their effectiveness.
The most common reasons for contacting an advice line included management of disease flares, pain, and concerns about medication. Nearly six in ten respondents reported that the advice they received was helpful and felt confident in implementing the recommendations. However, the survey revealed a significant preference for live interaction rather than automated systems. While 85% of respondents reported that services were automated, 59% expressed a desire to speak directly with a healthcare professional.
Timeliness of response emerged as a critical issue. Just over half of calls were returned within 48 hours, leaving many patients seeking more immediate support. Among the 665 free-text comments, the strongest themes for improvement were increasing availability, reducing response times, and ensuring sufficient staffing.
These findings highlight that while rheumatology advice lines play a valuable role in patient management, rising demand is challenging service delivery. Redesign of these systems will be essential to ensure timely, accessible, and patient-centered support for individuals with rheumatoid arthritis and related conditions.
Reference: Ryan S. What do users want from rheumatology telephone advice lines? A cross-sectional survey with the National Rheumatoid Arthritis Society. Rheumatol Adv Pract. 2025;9(3):rkaf095.
