Communication patterns for the most serious poison center calls.
Communication patterns for the most serious poison center calls.
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DOI：
10.3109/15563650.2011.569932
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发表时间：
2011-04
期刊：
影响因子：
--
通讯作者：
Caravati EM
中科院分区：
文献类型：
--
作者：
Ellington L;Rebecca Poynton M;Reblin M;Latimer S;Bennett HK;Crouch B;Caravati EM
在卫生保健方面，毒物信息（SPI）专家所面临的通信需求具有挑战性。一曰：使用聚类分析描述最高风险毒物暴露呼叫的SPI通信模式，2：描述通信模式或聚类的变化。收集了一个1年的毒物接触电话的样本，该电话是打给一个地区性PCC的，SPI的感知严重程度等级为主要/中度感知。数字语音记录与医疗记录相关联，并使用Roter交互分析系统（RIAS）进行编码。描述性分析和聚类分析技术被用来评估呼叫通信的变化和与这种变化相关的因素。描述了病例，并确定了4种沟通方式。信息集群代表了24%的呼叫，代表了SPI临床信息和呼叫者问题水平相对较高的模式。促进集群代表了35%的呼叫，具有相对较高的SPI问题和呼叫者信息提供模式。规划集群代表了33.5%的呼叫，代表了相对较高水平的SPI关系谈话模式。情绪集群代表7.5%的呼叫，代表相对较高的呼叫者和SPI情绪模式。使用呼叫/病例特征作为聚类成员的逐步预测因子的多项逻辑回归揭示了聚类成员与物质数量、暴露类型（有意与无意）、呼叫者与患者的关系、呼叫长度（χ 2 s> 21.59，df =3，ps < .01）和SPI身份（χ2 = 88.34，df =33，p < .01）之间的关系。这项研究提供了一个开始的一步，了解SPI通信行为。我们的研究结果表明，SPIs能够使用一系列的沟通策略，往往不仅涉及信息，而且还涉及情感反应和融洽关系的建立。调查结果还指出，未来的沟通培训SPIs，以满足不同的呼叫者人群的需求的机会。
The communication demands faced by specialists in poison information (SPI) are challenging in the health care context. 1: Describe SPI communication patterns for the highest risk poison exposure calls using cluster analysis, and 2: describe variation in communication patterns or clusters. A sample of 1 year of poison exposure calls to a regional PCC with SPIs’ perceived severity rating of major/moderate perceived was collected. Digital voice recordings were linked with medical records and were coded using the Roter Interaction Analysis System (RIAS). Descriptive analyses were applied and cluster-analytic techniques were used to assess variation in call communication and factors associated with that variation. Cases were described and 4 communication styles were identified. The Informational cluster represents 24% of calls and represent a pattern of relatively high levels of SPI clinical information and caller questions. The Facilitative cluster represents 35% of calls with a pattern of relatively high SPI questions and caller information provision. The Planning cluster represents 33.5% of calls representing a pattern of relatively high levels of SPI relationship talk. The Emotional cluster represents 7.5% of calls representing a pattern of relatively high caller and SPI emotion. Multinomial logistic regression using call/case characteristics as stepwise predictors of cluster membership revealed relationships between cluster membership and number of substances, type of exposure (intentional vs. unintentional), caller relationship to patient, length of call (χ2s > 21.59, df =3, ps < .01)and SPI identity (χ2 = 88.34, df =33, p < .01). This study provides a beginning step to understanding SPI communication behaviors. Our results suggest that SPIs are able to use a range of communication strategies that often involve not only information but also emotional responsiveness and rapport building. Findings also point to the opportunity for future communication training for SPIs to meet the needs of the heterogeneous caller population.
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