Sati-SHUPT: Satisfaction survey on requests addressed to the pharmacotoxicology department help desk

Introduction The pharmacotoxicology department (PTD) of the University Hospital of Lyon is a unique organization in France, gathering three regulatory vigilances: addictovigilance (AV), pharmacovigilance (PV), and poison control (PCC) centers. Since May 2018, requests for each center are handled by one single help desk. The aim was to improve answers’ efficiency and quality through an interdisciplinary approach. Our objective was to assess the requester's satisfaction on the provided answers. Material and methods A retrospective satisfaction survey was carried out over a three-week-period on a representative part of the incoming requests (20% of PCC requests, 100% of PV and AV requests). These requests came either from patient himself, parents or relatives, or healthcare professional. The survey was proposed to the requesters by phone or email depending on how requests were received. An online questionnaire on framaform.org website was filled out using an identification number which ensures case anonymization. Results Among the 1135 received requests, 38.5% of the submitted questionnaires were completed (n = 123/319), mainly by non-healthcare professionals (76.4%). These requests mostly concerned PC (74.8%) and PV (24.4%) centers, and 63.4% of requesters contacted PTD for the first time. Contact details for the PTD were considered to be easily accessible for 87% of the requesters. The given information was assessed as very clear by 99.2% of the requesters. Moreover, 97.6% of them were fully satisfied with the provided medical and treatment advice. Regarding quality of processing and time to answer, the large majority of requesters was satisfied (99.2% and 95.1%, respectively). Discussion/Conclusion This PTD survey shows positive results with an excellent overall requesters’ satisfaction. Despite the low rate of participation, these results underline the added value of such multidisciplinary and coordinated approach, encouraging us to pursue this functioning model.