Email advice service launched
31 October 2003

People with concerns about asthma symptoms and treatments can now email a specialist asthma nurse using a new service on the National Asthma Campaign's website.

The confidential service was successfully piloted by the Campaign's Asthma UK Adviceline throughout this year: more than 1,100 email enquiries have already been answered by its team of asthma nurses.

People who wish to email the helpline fill out a simple online form, giving basic information about their asthma symptoms and treatments, in addition to their enquiry. 'This helps us to provide as full an answer as we can,' said Katherine Shepherd, one of the Campaign's asthma nurses who has been evaluating the pilot service. The helpline answered 99% of enquiries within three days.

The majority of people request advice about their symptoms, medication, devices and side effects. However, other queries range from topics such as complementary therapies and the relation between asthma and the indoor and outdoor environment.

'One 69-year-old lady emailed the helpline saying she was having to use her reliever inhaler more often,' said Shepherd. 'Six months previously her doctor had reduced the strength of her preventer inhaler because he was concerned about the risks of using high doses of inhaled steroids. We advised her that needing to use her reliever inhaler more frequently indicated that her asthma was not under control and that she should return to her local surgery for a review.' A few days later the lady replied: 'Many thanks for your advice. Brilliant! I contacted the asthma nurse at the surgery and she sorted me out.'

Shepherd added: 'We've also found that the email service has helped us to reach more people who have concerns about asthma. It has proved more popular than the telephone helpline among males and teenagers – we've even received emails from children as young as 11 or 12.'

In many cases the nurses are able to point people directly to information and advice on the Campaign's website. In other instances they recommend that individuals telephone the Helpline for a fuller discussion with a Campaign nurse.