Table Box 1.

The PACCTS tele‐care stepped call approach

Patients received calls, scheduled for 20 min, at a pre‐arranged date and time, in relation to their level of blood glucose control:

Those with ‘poor’ control (HbA1c more than 9%) receive 1 proactive call per month

Those with ‘moderate’ control (HbA1c 7.1–9%) receive 1 proactive call every 7 weeks

Those with ‘good’ control (HbA1c 7% or less) receive 1 proactive call every 3 months

Interim follow‐up calls are arranged if required. Following referral from the tele‐carers, calls are made by the supervisory diabetes specialist nurse for urgent issues (for example, unexplained hypoglycaemia) or for routine supplementary counselling and medication change.