Desrochers France, Donivan Erin, Mehta Anita, Laizner Andréa Maria
Ingram School of Nursing, McGill University, 3506 University St., Montreal, QC, H3A 2A7, Canada.
Psychosocial Oncology Program, Cancer Care Mission, McGill University Health Centre, 1001 Décarie Boulevard, Montreal, QC, H4A 3J1, Canada.
Support Care Cancer. 2016 Jul;24(7):2937-44. doi: 10.1007/s00520-016-3091-8. Epub 2016 Feb 5.
Cancer can be a significant source of distress for patients and family members, which led to the creation of psychosocial oncology (PSO) programs across Canada. To access the PSO program at this institution, individuals are first triaged over the telephone by a clinical nurse specialist (CNS) who also provides psychosocial support during the call. In our study, we explored the perceptions of cancer patients or family members about their psychosocial telephone-triage assessment conducted by a CNS for a PSO program.
A qualitative descriptive design was used to explore the perceptions of nine cancer patients and family members triaged by the CNS for the PSO program. Audiotaped in-person interviews were transcribed verbatim and analyzed for themes and categories using a constant comparative method.
Three major themes emerged: (1) Triage as a bridge to care, referred to the structure of telephone-triage and link to psychosocial services; (2) feeling a supportive presence, referred to the CNS' actions to foster a therapeutic relationship; and (3) different paths to tailored care, referred to the individualized strategies targeted to the participant's unique needs. As most participants described trusting the CNS, these three themes were found to emerge through a lens of trust.
Overall, the telephone triage was able to address the concerns of many participants and provide individualized coping strategies and support. This study further demonstrates that psychosocial support can be provided during triage over the telephone.
癌症可能给患者及其家属带来巨大困扰，这促使加拿大各地设立了心理社会肿瘤学（PSO）项目。要在本机构使用PSO项目，个人首先会由临床护士专家（CNS）通过电话进行分诊，该专家在通话过程中也会提供心理社会支持。在我们的研究中，我们探讨了癌症患者或家属对CNS为PSO项目进行的心理社会电话分诊评估的看法。
采用定性描述性设计，以探讨由CNS为PSO项目分诊的9名癌症患者和家属的看法。对面对面访谈的录音进行逐字转录，并使用持续比较法分析主题和类别。
出现了三个主要主题：（1）分诊作为护理的桥梁，指的是电话分诊的结构以及与心理社会服务的联系；（2）感受到支持性的存在，指的是CNS为建立治疗关系所采取的行动；（3）通往个性化护理的不同途径，指的是针对参与者独特需求的个性化策略。由于大多数参与者表示信任CNS，发现这三个主题是通过信任的视角出现的。
总体而言，电话分诊能够解决许多参与者的担忧，并提供个性化的应对策略和支持。这项研究进一步表明，可以在电话分诊过程中提供心理社会支持。
