Background: The Diabetes Education Centre (DEC) provides an ambulatory insulin stabilisation program. Patients are referred by General Practitioners (GPs), outpatient clinics and following inpatient admission. The program is reliant on patients telephoning the DEC and anecdotal data was suggestive that a significant number were failing to contact the service.

Aims: To identify how many patients had failed to telephone the DEC for insulin stabilisation and the reason(s) for this, as one strategy to review current patient-centered programs.

Method: A review of all referrals made to the DEC between May and November 2011 was undertaken. Patients who had failed to contact the DEC were telephoned and asked to participate in a verbal questionnaire.

Results: Of the 160 referrals, 83 (52%) patients did not telephone the DEC and 45 of these clients were successfully contacted and agreed to participate in the questionnaire. Key findings included 35 (78%) patients had continued taking insulin despite ceasing contact, approximately one third were unaware they were required to telephone the DEC, 16 respondents were managing insulin stabilisation in partnership with their GP, 8 were managing their insulin with the assistance of a family member or friend.

Conclusion: As a result of this audit, changes have been made to the DEC referral process. Patients attending outpatient clinics are now introduced to a diabetes educator and the telephone contact process is explained. Hours have been re-allocated to this service to improve access for patients. All other clients are now telephoned by the DEC team within one week of referral.

Limitations of the audit:
• Changes in glycaemic control were not included in this audit
• Individual participation rate not evaluated

Recommendations:
• Future audits will include the CALD population
• Measurement of glycaemic control after stabilisation process.