College of Nursing, University of Utah, Salt Lake City, UT, USA.
Patient Educ Couns. 2011 Dec;85(3):440-5. doi: 10.1016/j.pec.2011.02.013. Epub 2011 Mar 31.
The use of the telephone for providing healthcare is growing. The aim of this exploratory study was to describe tele-health lessons and strategies as discussed by specialists who provide information and recommendations on poison control hotlines.
Three focus groups of 25 participants who work as specialists in poison information in poison control centers were conducted. Group discussions were analyzed using qualitative content analysis.
Themes that emerged from the data on strategies for telephone communication include: taking control of the call, developing a therapeutic relationship, tailoring communication to fit each caller, preventing information overload, confirming caller understanding, and hands-on training for the development of telephone communication skills.
Specialists in poison information identified challenges specific to communicating with patients over the telephone and reported several types of strategies they used to manage them.
Telephone communication training may be needed to assist health care providers in improving their communication skills.
使用电话提供医疗保健的方式正在不断发展。本探索性研究旨在描述毒物控制热线提供信息和建议的专家所讨论的远程医疗课程和策略。
在毒物控制中心担任毒物信息专家的 25 名参与者分为三组，每组进行三次焦点小组讨论。使用定性内容分析法分析小组讨论内容。
关于电话沟通策略的数据中出现的主题包括：控制通话、建立治疗关系、根据每个来电者的情况调整沟通方式、防止信息过载、确认来电者理解以及进行电话沟通技巧的实践培训。
毒物信息专家确定了与通过电话与患者沟通相关的具体挑战，并报告了他们用于管理这些挑战的几种策略。
可能需要电话沟通培训来帮助医疗保健提供者提高沟通技巧。
