The Importance of a Community-Based Asthma Helpline

BACKGROUND: Individuals with asthma must often make management decisions without the support of asthma care providers. A toll-free asthma helpline is one solution for an easily accessible, community-based service to support individuals with management dilemmas. The study evaluated a toll-free asthma helpline staffed by Certified Asthma Educators (CAEs). METHODS: Helpline CAEs assessed and responded to callers' needs. Data collection occurred during the initial helpline call and a follow-up call 12-16 weeks later. 1,400 of 1,828 (76.6%) eligible callers randomly selected for participation completed the study. RESULTS: Most callers (79%) had poorly controlled asthma during their initial call. CAEs often advised callers (> 75%) to return to their asthma provider for assistance as a result of uncontrolled asthma, medication concerns, a questionable diagnosis, or the need for an action plan. Most participants (71%) returned to their provider and received medication changes (72%). CONCLUSION: The helpline is an important service to individuals affected by asthma (typically uncontrolled) through educating and coaching callers to discuss questions and concerns with their asthma providers.