Yoshioka-Maeda Kyoko, Sumikawa Yuka, Tanaka Noriha, Honda Chikako, Iwasaki-Motegi Riho, Yamamoto-Mitani Noriko
Department of Health Promotion, National Institute of Public Health, Saitama 351-0197, Japan.
Department of Community Health Nursing, Division of Health Sciences and Nursing, Graduate School of Medicine, The University of Tokyo, Tokyo 113-0033, Japan.
Healthcare (Basel). 2021 Nov 20;9(11):1593. doi: 10.3390/healthcare9111593.
This cross-sectional study aimed to (1) describe the unclassified contents of telephone consultation services provided by a public health center during the first wave of COVID-19 in Japan and (2) examine whether the contents required assistance from public health nurses (PHNs). We analyzed a total of 207 calls in which the purpose of the call was unclassified into pre-set categories. PHNs transcribed the exact text of the consultation conversations recorded from 25 March to 20 April 2020 in City A. Approximately half of the calls were from residents. Seven categories were extracted through a qualitative content analysis. The most common topic was infection control measures, where the presence of COVID-19 infection was assumed ( = 62); the second most common was extreme anxiety and fear of infection ( = 50). Questions about the COVID-19 response system ( = 30), discrimination and misunderstandings about COVID-19 ( = 24), and response measures for COVID-19 outbreaks within organizations ( = 18) were also included. The unclassified consultations included various topics, several of which required the expertise of a PHN. Each local government should consider sharing and task-shifting telephone consultation services among PHNs and other staff to reduce their burden and allow them to concentrate on conducting infection control more effectively.
（1）描述日本新冠疫情第一波期间公共卫生中心提供的电话咨询服务中未分类的内容；（2）检查这些内容是否需要公共卫生护士（PHN）的协助。我们分析了总共207通目的未被归入预设类别的电话。公共卫生护士转录了2020年3月25日至4月20日在A市记录的咨询对话的准确文本。大约一半的电话来自居民。通过定性内容分析提取了七个类别。最常见的主题是感染控制措施，其中假定存在新冠病毒感染（=62）；第二常见的是对感染的极度焦虑和恐惧（=50）。关于新冠疫情应对系统的问题（=30）、对新冠病毒的歧视和误解（=24）以及组织内新冠疫情爆发的应对措施（=18）也包括在内。未分类的咨询包括各种主题，其中一些需要公共卫生护士的专业知识。每个地方政府应考虑在公共卫生护士和其他工作人员之间共享电话咨询服务并进行任务转移，以减轻他们的负担，使他们能够更有效地专注于进行感染控制。
