Reassuring and managing patients with concerns about swine flu: Qualitative interviews with callers to NHS Direct
Reassuring and managing patients with concerns about swine flu: Qualitative interviews with callers to NHS Direct
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DOI：
10.1186/1471-2458-10-451
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发表时间：
2010-08-02
影响因子：
4.5
通讯作者：
Page, Lisa
中科院分区：
文献类型：
--
作者：
Rubin, G. James;Amlot, Richard;Page, Lisa
背景：在 2009 年猪流感（H1N1 流感）爆发的早期阶段，绝大多数就该疾病联系卫生服务机构的患者并没有感染这种疾病。在英国，许多此类患者都使用 NHS Direct 电话服务。我们使用定性访谈来确定人们出于对猪流感的担忧而联系 NHS Direct 的主要原因，并使用框架方法来确定他们接触中令人放心的方面。方法：33 名患者参与了半结构化访谈。所有患者均在 5 月 11 日至 14 日期间致电 NHS Direct，担心感染猪流感，并被评估为不太可能患有这种疾病。 结果：寻求有关猪流感建议的原因包括：出现意外严重的流感样症状；关于如何感染猪流感的不确定性；担心将其给予他人；来自朋友或雇主的压力；并寻求“心灵的平静”。大多数参与者发现与 NHS Direct 交谈令人放心或有用。有用的方面包括：排除猪流感；接受对症状的替代解释；澄清猪流感如何传播；以及 NHS Direct 的可信度。没有人报告任何增加他们焦虑的事情，只有一名参与者随后从其他地方寻求有关猪流感的额外建议。 结论：未来涉及其他形式的化学、生物或放射性危害的重大事件也可能导致大量未接触过猪流感的人寻求健康建议。我们的数据表明，在这种情况下，提供电话分类和信息会很有帮助，特别是在可以通过值得信赖的现有服务提供建议的情况下。
Background: During the early stages of the 2009 swine flu (influenza H1N1) outbreak, the large majority of patients who contacted the health services about the illness did not have it. In the UK, the NHS Direct telephone service was used by many of these patients. We used qualitative interviews to identify the main reasons why people approached NHS Direct with concerns about swine flu and to identify aspects of their contact which were reassuring, using a framework approach.Methods: 33 patients participated in semi-structured interviews. All patients had telephoned NHS Direct between 11 and 14 May with concerns about swine flu and had been assessed as being unlikely to have the illness.Results: Reasons for seeking advice about swine flu included: the presence of unexpectedly severe flu-like symptoms; uncertainties about how one can catch swine flu; concern about giving it to others; pressure from friends or employers; and seeking 'peace of mind.' Most participants found speaking to NHS Direct reassuring or useful. Helpful aspects included: having swine flu ruled out; receiving an alternative explanation for symptoms; clarification on how swine flu is transmitted; and the perceived credibility of NHS Direct. No-one reported anything that had increased their anxiety and only one participant subsequently sought additional advice about swine flu from elsewhere.Conclusions: Future major incidents involving other forms of chemical, biological or radiological hazards may also cause large numbers of unexposed people to seek health advice. Our data suggest that providing telephone triage and information is helpful in such instances, particularly where advice can be given via a trusted, pre-existing service.