Young Lance B, Foster Linda, Silander Aaron, Wakefield Bonnie J
Comprehensive Access and Delivery Research and Evaluation Center, Iowa City Veterans AFfairs Medical Center, Iowa City, IA 52246, USA.
J Gerontol Nurs. 2011 Nov;37(11):38-46. doi: 10.3928/00989134-20110706-02. Epub 2011 Jul 15.
Home telehealth programs can enhance older adults' access to care, but eliciting accurate information regarding program effectiveness is challenging because patients are reluctant to criticize. This study sought accurate patient perspectives about both benefits and challenges of the Veterans Health Administration's rapidly expanding care coordination/home telehealth program. Patients who completed the standard 8-item satisfaction survey were subsequently interviewed, and the transcripts were content analyzed to identify program functions most salient to patients and program components most challenging for patients. Interviews generally supported patients' high survey ratings but also revealed some challenges that the survey did not capture. Program functions most salient to patients were providing access, educating or instructing, and monitoring or tracking. However, patients were frustrated by equipment problems as well as care coordinator inaccessibility and slow response. Gathering detailed information about patient perceptions of health care delivery is important so challenges can be addressed to meet patients' expectations.
家庭远程医疗项目可以提高老年人获得医疗服务的机会，但由于患者不愿提出批评，获取有关项目有效性的准确信息具有挑战性。本研究旨在了解患者对退伍军人健康管理局快速扩展的护理协调/家庭远程医疗项目的益处和挑战的准确看法。完成标准8项满意度调查的患者随后接受了访谈，并对访谈记录进行了内容分析，以确定对患者最突出的项目功能和对患者最具挑战性的项目组成部分。访谈总体上支持了患者在调查中的高评分，但也揭示了一些调查未涵盖的挑战。对患者最突出的项目功能是提供服务、教育或指导以及监测或跟踪。然而，患者因设备问题以及护理协调员无法联系和响应缓慢而感到沮丧。收集有关患者对医疗服务提供看法的详细信息很重要，这样可以应对挑战以满足患者的期望。
