在医疗呼叫中心的电话分拣期间影响通信的因素:混合方法系统审查
Siri-Linn Schmidt Fotland1,2, Vivian Midtbø3,4, Jorunn Vik5
1National Centre for Emergency Primary Health Care, NORCE Norwegian Research Centre AS, Box 22, Bergen, NO-5838, Norway. sifo@norceresearch.no.
Systematic reviews
|June 22, 2024
概括
在初级保健医疗呼叫中心有13个因素影响电话分拣沟通. 组织因素对操作员沟通和患者安全产生重大影响,突出显示了对支持性工作环境的需求.
科学领域:
- 医疗保健的沟通 医疗保健的沟通
- 主要护理药物 医疗保健药物
- 医疗呼叫中心 医疗呼叫中心
背景情况:
- 电话分拣对于优化紧急初级医疗保健患者流动至关重要.
- 有效的沟通对于在电话分类期间的患者安全至关重要.
- 了解影响医疗呼叫中心通信的因素对于质量改善至关重要.
研究的目的:
- 在初级保健医疗呼叫中心的电话分拣期间确定影响通信的因素.
- 描述这些已识别的因素如何影响沟通过程.
主要方法:
- 进行了一项混合方法的系统审查,搜索多个数据库 (MEDLINE,Embase,CINAHL,Web of Science).
- 两位作者对研究进行了选,三分之一的作者解决了分歧.
- 通过创建框架和融合综合合成,合成了定性和定量数据.
主要成果:
- 包括62项研究,确定了13个影响电话分拣沟通的因素.
- 这些因素被分为:组织因素,与运营商相关的因素,与呼叫者相关的因素和交互因素.
- 发现组织因素,如工作条件和决策支持,显著影响了操作员沟通.
结论:
- 许多因素影响了电话分拣对话的结构,内容和流动.
- 运营商是关键的沟通者,但需要组织的支持才能进行有效的沟通.
- 需要进一步的研究来证实单个因素的影响,目前的发现主要由定性数据支持.
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