Only a phone call away: A Study of Telephone Calls to Queensland Paediatric Palliative Care Services

The challenges associated with the day-to-day management of caring for a child with a life-limiting prognosis are ongoing, change over time, and can arise at any time of the day or night. This study aims to increase understanding of how these challenges are managed through an examination of telephone calls to and from the Queensland Paediatric Palliative Care Service’s telephone support numbers. This research will analyse the activities and actions taking place between callers and call takers that underpin the provision of telephone healthcare in the paediatric palliative setting. Additionally, this research will identify challenges facing a child’s family, community carers, and how they each engage with PPCS clinicians to address these challenges. Findings will inform evidence-based telephone health care practice in areas such as the giving of advice, provision of support and crisis management.