Development and Application of a Telephone Counseling Services for Care of Patients with Leukemia

評值電話諮詢服務於白血病病人之效益

吳佩樺(Pei-Hua Wu) ； 陳威宇(Wei-Yu Chen) ； 張書展(Shu-Chan Chang) ； 林紋麗(Wen-Li Lin) ； 黃文聰(Wen-Tsung Huan) ； 曹朝榮(Chao-Jung Tsao)

《醫院雙月刊》 51卷5期 (2018/10) Pp. 19-28

摘要

Backgrounds: Telephone helpline services is an useful in gaining rapid access to oncology facilities. The objective of this study was to develop a telephone helpline called ＂Cancer Telephone Helpline Services＂ (CTHS) to provide leukemia patients support needs in time, and evaluation the support needs of callers of CTHS. Materials and Method: This was a retrospective study of telephone services during 2008~2016, to describe the support needs to a CTHS and caller characteristics, reason for call, and satisfaction of CTHS. Results: A total of 193 calls were made to the CTHS during 2008~2016, with the majority of callers being men (68.9%), general than the younger callers (68.3%). Callers included patients (71.5%), care giver (22.3%); 76.8% occurred at 8am-1pm; 44% of called to obtain information about cancer treatment problems and chemotherapy side effects how to management; 33.1% of calls transfer to emergency room for assessment. More than 90% satisfaction with all aspects of the calls was found. Conclusions: Through the CTHS, leukemia patients and care givers could receive higher quality of care during the treatment and management their problems in time. We suggest such telephone helpline services can be used in other disease to help the patients in time. The finding may provide hospital additional information regarding to an optimal skills that will perform education strategies.

關鍵字

leukemia - telephone counseling service