Consumer focus of a university drug and poison information center

The consumer-oriented aspect of a university drug and poison information center is described. The University of Cincinnati Medical Center began its 24-hour consumer drug information telephone service in 1972. It is staffed by seven full-time employees, and pharmacists and pharmacy residents of nearby hospitals handle evening and weekend calls. All participating personnel are trained in structured programs. The $78,000 annual budget for the consumer drug information service is funded exclusively from external sources such as mental health agencies, foundations, and donations. Of 40,719 calls handled by the center in 1979, 83% were from the public. The total annual call volume has increased by 250% since 1972. In telephone follow-up of consumer calls, 73% of persons claimed they followed verbatim the advice given. Of calls during 1972, 1974, 1977, and 1979, 32.2% concerned drug abuse; 28.6%, identification of ingredients; and 10.9%, efficacy. Data from a three-month study in 1979 showed that the goal perceived by the information provider was to satisfy the curiosity of the caller 63.6% of the time (35.6% of the time immediate action was indicated). The authors believe that the center promotes appropriate use of physicians and pharmacists as sources of information for consumers.