从呼叫者的经验中探索电话癌症信息和支持服务的服务特征:定性证据综合
Ann Livingstone1, April Murphy1,2, Jessica Bucholc1,3
1Deakin University, Geelong, Australia Institute for Health Transformation, Deakin Health Economics, School of Health and Social Development, Faculty of Health, Geelong, Victoria, Australia.
患有癌症的人重视从电话癌症信息和支持服务 (CISS) 获得的情感支持和可靠信息. 提高CISS的认识和便利性对于改善患者护理至关重要.
科学领域:
- 在瘤学瘤学.
- 医疗保健服务研究 医疗服务研究
- 定性研究是指质量研究.
背景情况:
- 电话癌症信息和支持服务 (CISS) 是癌症患者的重要资源.
- 了解用户体验是优化这些服务的关键.
研究的目的:
- 综合用户与电话癌症信息和支持服务 (CISS) 的经验证据.
- 识别关键服务特征,以改善服务开发和交付.
主要方法:
- 进行了定性证据综合.
- 在多个数据库 (OVID MEDLINE,EMBASE,CINAHL,PsycINFO,SocINDEX) 搜索相关的定性文献.
- 使用CASP检查清单进行质量评估,使用GRADE-CERQual进行信任评估.
主要成果:
- 包括七项研究,确定了四个主要主题:心理福祉,知识获取,信息明确性和服务充足性.
- 用户重视的关键方面包括情感支持,可信信息,操作员专业知识和方便性.
- 不愿意打电话和对服务范围的认识被认为是障碍.
结论:
- 用户高度重视CISS的情感支持,可靠的信息和操作员专业知识.
- 为未来的发展,建议提高服务意识和方便性,例如延长工作时间.
- 需要进一步的研究来优先考虑CISS功能以实现最佳的服务增强.
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