1232 What are the most common reasons for contacting national ACP advisory service? A mixed-methods study

<h3>Background</h3> Understanding the common reasons why individuals contact the National Advance Care Planning (ACP) Advisory Service is crucial for enhancing service delivery and informing policy, advocacy, and future strategic direction. This study aimed to compare and analyse the nature of inquiries made via calls and emails received from community members and health practitioners over an 18-month period. <h3>Methods</h3> This study employed mixed-methods, concurrent research design. Qualitative data comprised summaries of inbound calls and emails received by the service, with inductive thematic analysis used to develop themes representing reasons for contact. Descriptive statistical analysis was used to quantify inquiry types, types of action or support requested, demographic features, and frequency patterns over time. Comparisons and interpretations from both data forms were made to determine trends and draw conclusions, and identify areas of similarities/differences between community members and health practitioners. <h3>Results</h3> Between October 2023 and March 2025, over 2,553 inquiries were received, with 2,064 calls and 489 emails analysed. Common themes included the need for guidance on ACP process, assistance with completing advance care directives, interstate document recognition, and delivery of ACP education. Health practitioners frequently sought advice around ACP conversations, educational resources and understanding of legislative requirements, while community members primarily sought printed forms, assistance in preparing advance care directives or nominating substitute decision-makers, and in understanding their rights. Descriptive statistical analysis offered insights into gender and geographical distributions across states and territories, with observable peaks in inquiries following targeted promotions and media campaigns related to ACP. The comparison between inquirer groups showed differences in reasons for contact, with community members showing more interest in creating clear instructional directives and practitioners seeking targeted ACP education, obtaining clarity on standards compliance, and navigating ethical dilemmas. <h3>Conclusions</h3> This study presents the diverse reasons why individuals contact the service, underlines what is currently occurring in practice, and identifies barriers impacting the uptake of ACP. The findings highlight the need for resources and support mechanisms to address the unique requirements of each group, including advocacy for local services to provide personalised ACP support, development of information factsheets about interstate document recognition, design of targeted ACP education resources, and marketing campaigns and undertaking of systemic policy engagements to overcome identified barriers. More broadly, this study contributes to the evidence base, shaping future policy and systems priorities, that drives Advance Care Planning Australia activities ensuring that the national ACP program is targeted and effective in its implementation.