现场语音答复计划:支持癌症患者超越诊所
Samia Elmi1, Angela Leahey2, Laura Rashleigh3
1Advanced Practice Nurse, Sunnybrook Health Sciences Centre, Toronto, ON.
概括
一个新的现场语音答复电话线改善了癌症患者的满意度和护理的及时性,通过提供实时护士访问,取代了语音邮件系统.
科学领域:
- 瘤学护理 癌症护理
- 患者支持服务服务.
- 医疗保健的沟通 医疗保健的沟通
背景情况:
- 传统的癌症患者电话支持通常涉及语音邮件,不确定回电时间.
- 一个大型区域癌症中心发现需要改善实时获得护理支持的需求.
- 患者合作伙伴是重新设计电话支持系统的重要组成部分.
研究的目的:
- 描述Live Voice Answer倡议的开发和实施情况.
- 评估实时电话接入对患者满意度和及时性的影响.
- 为了解决以前基于语音邮件的患者支持系统的局限性.
主要方法:
- 一个跨专业团队开发了一个现场语音答复电话线.
- 试点为癌症患者实时电话接入的可行性.
- 在试点成功的基础上,将倡议扩展到所有患者和家属.
主要成果:
- 与飞行员前的语音邮件系统相比,患者满意度有明显的改善.
- 显著提高了患者和家属的电话接入的及时性.
- 从延迟响应系统成功过渡到立即的,实时的语音支持.
结论:
- 现场语音回答计划成功提高了癌症护理中的患者体验.
- 实时电话支持显著提高了患者的满意度和获得护理的机会.
- 该模型提供了一个可扩展的解决方案,用于改善瘤学护理的可访问性.
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