University of Utah, Salt Lake City, Utah 84112-5880, USA.
Qual Health Res. 2012 Jan;22(1):67-75. doi: 10.1177/1049732311420446. Epub 2011 Aug 25.
The use of the telephone for providing health care is growing. A significant amount of social meaning is derived from visual information, and the absence of visual stimuli provides unique barriers to communication and increases the risks for misunderstandings and distractions. Understanding challenges to telephone communication can provide insight into training opportunities for overcoming these difficulties and improving patient care. The purpose of this research was to explore through focus groups the challenges of phone communication perceived by specialists in poison information. General types of challenges to effective phone communication included developing new communication skills to compensate for lack of visual information, difficulty assessing caller understanding, difficulty managing caller misunderstandings, maintaining distinctive assessments for routine calls, and managing the multifaceted aspects of job stress. The desire for training to enhance telehealth and cultural competency skills was also mentioned, and these findings might provide guidance for the development of training opportunities for telehealth professionals.
电话在医疗保健中的应用正在不断增加。大量的社交意义来自视觉信息，而缺乏视觉刺激则为沟通带来了独特的障碍，并增加了误解和分心的风险。了解电话沟通所面临的挑战可以为培训机会提供深入的了解，以克服这些困难并改善患者护理。本研究的目的是通过焦点小组探讨毒物信息专家感知到的电话沟通挑战。有效电话沟通的一般类型的挑战包括开发新的沟通技巧以弥补视觉信息的缺乏，难以评估呼叫者的理解程度，难以管理呼叫者的误解，为常规呼叫保持独特的评估，以及管理工作压力的多方面。还提到了培训以增强远程医疗和文化能力技能的需求，这些发现可能为远程医疗专业人员培训机会的发展提供指导。
