Levy J C, Rosekrans J, Lamb G A, Friedman M, Kaplan D, Strasser P
Pediatrics. 1979 Nov;64(5):558-63.
Although telephone calls comprise almost one fourth of all childhood patient-physician contacts, the content of telephone care is not emphasized in most educational and service programs. In response to the need to improve management of telephone calls to our pediatric emergency room, we developed 28 protocols to deal with the 25 most common complaints presented by phone. This paper describes the content of these protocols, the training of the health assistants who administered them, and the measures we took to assure their safety and general utility in pediatric practice settings. The study demonstrates the feasibility of an organized system for telephone care based on protocols which include: (1) basic data to be collected for each chief complaint category; (2) a range of appropriate dispositions; and (3) advice for home management when the patient does not require an immediate medical visit. Potential uses of these protocols for medical and nursing education and for clinical service needs are discussed.
尽管电话沟通几乎占儿童患者与医生所有接触方式的四分之一，但在大多数教育和服务项目中，电话护理的内容并未得到重视。为了改进我们儿科急诊室电话沟通的管理，我们制定了28项协议，以处理通过电话提出的25种最常见的投诉。本文描述了这些协议的内容、执行这些协议的健康助理的培训情况，以及我们为确保其在儿科实践环境中的安全性和普遍实用性所采取的措施。该研究证明了基于协议的有组织电话护理系统的可行性，这些协议包括：（1）针对每个主要投诉类别要收集的基本数据；（2）一系列适当的处置方式；（3）当患者不需要立即就医时的家庭管理建议。还讨论了这些协议在医学和护理教育以及临床服务需求方面的潜在用途。
