Browman G P, Czukar D, Mohide E A, Neimanis M, De Pauw S, Tew M, Barrett B
Hamilton Regional Cancer Centre, McMaster University, Hamilton, Ontario.
Can J Oncol. 1995 Dec;5(4):420-6.
This is a descriptive of a census survey of telephone contacts to six unit offices of the Metro Hamilton District Canadian Cancer Society (CCS). The survey instrument was also designed to address two a priori hypotheses: that first-time contacts would be systematically different from the population of other callers; and, that some telephone contacts might represent a disguised need for emotional support. We also assessed satisfaction of CCS personnel with the outcome of telephone contacts. Over a four-day survey period, there were 946 telephone contacts of which 158 (17%) were patient related. First-time telephone contacts were more likely to be spouses or relatives/friends of patients as opposed to non-first-time contacts which were more likely to be patients (P = 0.01). A need for emotional support during telephone contact was more likely to be related to an underlying stressful prompting event for the call (P = 0.002). CCS telephone receptionist personnel were relatively less satisfied that callers' needs were met where emotional support was needed, as opposed to calls for service or information only. The results have implications for the orientation and continuing education of CCS personnel dealing with telephone contacts related to patients.
这是一项关于对加拿大癌症协会（CCS）汉密尔顿都会区六个单位办公室进行电话联系普查的描述。调查工具还旨在验证两个先验假设：首次联系者与其他来电者群体在系统上存在差异；以及一些电话联系可能代表着对情感支持的隐性需求。我们还评估了CCS工作人员对电话联系结果的满意度。在为期四天的调查期间，共有946次电话联系，其中158次（17%）与患者相关。首次电话联系更有可能是患者的配偶或亲属/朋友，而非首次联系则更有可能是患者本人（P = 0.01）。电话联系期间对情感支持的需求更有可能与引发通话的潜在压力事件相关（P = 0.002）。与仅寻求服务或信息的电话相比，CCS电话接待人员对在需要情感支持的情况下满足来电者需求的满意度相对较低。研究结果对处理与患者相关电话联系的CCS工作人员的培训方向和继续教育具有启示意义。
