Venn M J, Darling E, Dickens C, Quine L, Rutter D R, Slevin M L
Eur J Cancer Care (Engl). 1996 Mar;5(1):38-42. doi: 10.1111/j.1365-2354.1996.tb00204.x.
Our objective was to review the quality of service delivered by a national cancer information service--the British Association of Cancer United Patients (BACUP)--and to consider the implications for future policy and practice. We used a sample of callers over a 10-day period, responding to a structured postal questionnaire. The sample included patients, relatives, friends, and general public who called the service with any concern relating to cancer. Of the 406 invited to take part, 282 responded (69%). The questionnaire was designed to evaluate the callers' perceptions of the information they received, their perceptions of the nurse's communication skills, the emotional impact of the call, and their overall satisfaction with the service. The results indicate that over 90% of callers evaluated the information they received and the nurse's communication skills positively, and there was no difference between the two major groups of callers, i.e. patients and relatives/friends. Both groups reported that the call had a positive emotional impact on them and that they were satisfied with the service. Emotional impact was predicted by quality of information for patients and nurse's communication skills for friends/relatives; overall satisfaction was predicted by nurse's communication skills for patients and both measures for relatives/friends. We conclude that the telephone is an effective medium for conveying information about cancer, and BACUP is meeting its needs. The needs of patients and relatives/friends are different--principally information for patients and support for relatives/friends--and it may be possible to improve training still further by focusing on those differences. The main challenge for cancer information services is to meet the ever-increasing demand.
我们的目标是评估一家全国性癌症信息服务机构——英国癌症患者联合会（BACUP）所提供的服务质量，并探讨其对未来政策和实践的影响。我们选取了10天内的来电者样本，让他们填写一份结构化的邮政问卷。样本包括患者、亲属、朋友以及因任何与癌症相关的问题致电该服务的普通公众。在受邀参与的406人中，有282人回复（69%）。该问卷旨在评估来电者对所获信息的看法、对护士沟通技巧的看法、通话的情感影响以及他们对该服务的总体满意度。结果显示，超过90%的来电者对所获信息和护士的沟通技巧给予了积极评价，且两类主要来电者群体，即患者和亲属/朋友之间没有差异。两组都表示通话对他们产生了积极的情感影响，并且他们对该服务感到满意。患者的情感影响由信息质量预测，朋友/亲属的情感影响由护士的沟通技巧预测；患者的总体满意度由护士的沟通技巧预测，亲属/朋友的总体满意度由这两项指标预测。我们得出结论，电话是传达癌症相关信息的有效媒介，并且BACUP满足了其需求。患者和亲属/朋友的需求有所不同——主要是患者需要信息，亲属/朋友需要支持——通过关注这些差异，有可能进一步改进培训。癌症信息服务面临的主要挑战是满足不断增长的需求。
