TELEPHONE IN PEDIATRICS--PHYSICIAN COMMUNICATION STYLE & CARETAKER OUTCOMES

儿科电话——医生的沟通方式

• 批准号: 6245335
• 负责人: MODENA WILSON
• 金额: $ 2.23万
• 依托单位: JOHNS HOPKINS UNIVERSITY
• 依托单位国家: 美国
• 财政年份: 1997
• 资助国家: 美国
• 起止时间: 1997-03-05 至 1997-11-30
• 项目状态: 已结题
• 来源: https://reporter.nih.gov/project-details/6245335
• 关键词: behavioral /social science research tag; caregivers; clinical research; health care quality; health care service evaluation; human subject; outcomes research; outpatient care; pediatrics; physicians; satisfaction; telecommunications

While telephone encounters make up nearly 30% of pediatric practice time, quality assessment methods have rarely been applied. In the future, telephone time is likely to increase as pressures to conserve health care resources continue to mount. Prior to increasing our reliance upon any health services delivery method, it is essential to assess its quality. Patient satisfaction, the focus of this project, is one of several important indicators of quality of care. Study objectives were 1) to describe caller satisfaction with after-hours telephone calls, and 2) to determine if various caller/child/physician/call characteristics were associated with satisfaction ratings. The study involved a cross-sectional telephone survey conducted by the PCRU clinincal research staff. Participants were selected (using stratified random sampling) over a seven month period from caretakers calling an after-hours telephone service supported by four inner city, hospital-based primary care clinics. The telephone survey contained questions designed to measure characteristics of the child, caller, and call, as well as caller satisfaction (measured via a 12-item scale developed in a pilot study). Physician characteristics were obtained from the telephone log. Of 1,042 after-hours telephone calls that occurred, 498 were selected for inclusion into the study, and interviews were completed with 322 callers (65%). Out of 100 possible points, the mean (+/- sd) satisfaction summary score was 75 (+/-9). Caller confidence with sick children and caller comfort with the hospital system were associated with higher satisfaction, while first-time parent status, longer waits for call backs, and failure to meet caller expectations for an immediate visit were associated with lower satisfaction (all p<=0.04). Those wishing to improve caller satisfaction with telephone calls and those responsible for educating physicians about telephone medicine should be attentive to waiting time and reamin cognizant of caller characteristics such as confidence with sick children, comfort with the health care system, and parental experience because such characteristics may affect satisfaction ratings.

虽然电话接触占儿科实习时间的近30%， 质量评估方法很少被应用。在未来， 由于节约医疗保健的压力，打电话的时间可能会增加 资源在继续增加。在增加我们对任何 卫生服务的提供方式，有必要对其质量进行评估。 患者满意度，这一项目的重点，是几个 护理质量的重要指标。研究目标为1)至 描述呼叫者对下班后电话的满意度，以及2) 确定各种呼叫者/儿童/医生/呼叫特征是否 与满意度评级相关联。 这项研究涉及一项由 PCRU临床研究人员。参与者被选择(使用 分层随机抽样)在七个月内从照顾者 呼叫由四个内城支持的下班后电话服务， 以医院为基础的初级保健诊所。这项电话调查包含 旨在衡量儿童、呼叫者和 呼叫，以及呼叫者满意度(通过12个条目的量表进行衡量 在试点研究中开发的)。医生的特征是从 电话记录。 在1042个下班后电话中，498个被选为 纳入研究，并完成了对322名来电者的采访 (65%)。满分100分，平均(+/-SD)满意度摘要 评分为75分(+/-9)。来电者对患病儿童和来电者的信心 对医院系统的舒适度与更高的满意度相关， 当第一次处于父级状态时，等待回调的时间更长，且失败 为了满足呼叫者对立即访问的期望， 满意度较低(全部P&lt；=0.04)。 那些希望提高呼叫者对电话的满意度以及 负责对医生进行电话医学教育的人应该 注意等待时间，了解呼叫者的情况 特征，如对患病儿童的自信，对儿童的安慰 医疗保健系统，以及父母的体验，因为这样的特点 可能会影响满意度。