Katz H P, Pozen J, Mushlin A I
Am J Public Health. 1978 Jan;68(1):31-8. doi: 10.2105/ajph.68.1.31.
An approach to providing medical care by telephone is described and its content and quality assessed by means of an outcome study. Pediatric health assistants have been trained to evaluate, triage and offer home management advice in lieu of an office visit for medical problems presented by parents via telephone. During a four-week study period, data were collected on all calls (N = 2520) using a telephone encounter form. Fifty-nine per cent of all calls involved requests for care of illness, 30 per cent of which were independently handled by the health assistant. Quality of care was evaluated for those cases who received advice in home management by means of a seven day follow-up interview with parents (N = 247). Access, parent satisfaction, residual symptoms, and the need for further care were ascertained. Greater than 90 per cent of parents expressed satisfaction and 92 per cent of problems had resolved. Results indicate that this telephone care system can effectively sort out and advise parents in home management for the many minor problems which occur in a pediatric practice, thereby increasing time for direct contact with patients.
本文描述了一种通过电话提供医疗服务的方法，并通过一项结果研究对其内容和质量进行了评估。儿科健康助理接受了培训，以便对家长通过电话提出的医疗问题进行评估、分诊并提供家庭管理建议，从而替代门诊就诊。在为期四周的研究期间，使用电话问诊表格收集了所有来电的数据（N = 2520）。所有来电中有59%涉及疾病护理请求，其中30%由健康助理独立处理。通过对家长进行为期七天的随访访谈（N = 247），对那些接受了家庭管理建议的病例的护理质量进行了评估。确定了就医便利性、家长满意度、残留症状以及进一步护理的需求。超过90%的家长表示满意，92%的问题得到了解决。结果表明，这种电话护理系统可以有效地为儿科诊所中出现的许多小问题对家长进行分类并提供家庭管理建议，从而增加与患者直接接触的时间。
