使用癌症热线服务的患者的经验
Farzana Baksh1, Filipe Carvalho2
1Matron for Centre for Urgent Care, Acute Oncology Service, The Royal Marsden Macmillan Hotline and Pleural Specialist Nurses, The Royal Marsden NHS Foundation Trust, London.
概括
瘤学患者在很大程度上报告了癌症热线服务的积极经验,感觉被倾听和支持. 虽然满意度很高,但该研究确定了需要改进的领域,以进一步提高患者护理.
科学领域:
- 在瘤学瘤学.
- 医疗保健服务 医疗保健服务
- 患者体验 患者体验
背景情况:
- 三级癌症中心提供关键的支持服务.
- 热线服务对于瘤患者护理至关重要.
- 评估患者体验是改善服务的关键.
研究的目的:
- 评估瘤患者对三级癌症中心热线的满意度.
- 确定加强热线服务的具体领域.
- 为癌症热线的未来发展提供信息.
主要方法:
- 一项调查通过大规模移动消息发送给3028名患者.
- 通过在线平台收集和整合了回复.
- 368名患者完成了关于他们热线体验的调查.
主要成果:
- 49%的电话在10分钟内得到回复,18%的电话等待时间超过30分钟.
- 82%的人对等待时间感到满意;71%的人认为他们的整体体验非常好.
- 97%的受访者感到被倾听和支持;91%的受访者表示他们的担忧得到了充分的解决.
结论:
- 瘤病患对当前的热线服务表示相当的满意.
- 有证据表明需要进一步评估和有针对性的改进.
- 改进可能会提升热线支持的患者体验.
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