運用電話諮詢服務於乳癌病人之效益

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

近年來乳癌症病患人數逐年上升，照護病人的症狀議題值得關注。文獻顯示電話諮詢服務有效解決癌症病人身、心需求，因此，如何落實電話諮詢服務於癌症病人臨床照護之中，是護理實務工作推動之目標。研究目的於分析乳癌病人電話諮詢服務之臨床實務效益及滿意度。本研究採回溯性研究，統計某一南台灣醫院自2007年1月至2011年12月，所有乳癌病人之電話諮詢服務，共計989通。並進行電話諮詢服務滿意度分析。服務對象在情緒支持、化學治療副作用、營養問題等問題提出電話諮詢服務，並有17.9%的病人需要轉介做進一步處置。服務對象對電話諮詢服務滿意度達90%以上。本研究顯示，電話諮詢服務能擴展護理照顧時間、地點與對象，並具有及時服務及經濟效益。

The number of breast cancer patients has increased in recent years; therefore, the effective dissemination of information related to symptoms care has become increasingly especially important for cancer patients. Previous studies have indicated that physical and psychological of cancer patients can be effectively resolved by telephone counseling services (TCS). Thus, determining the most effective means of establishing a TCS to support the clinical practice of oncology has become a crucial goal for nursing. The purposes of this study were to analysis the content of the TCS for breast cancer and explore the satisfaction of the TCS. The study design was adopted retrospective study. A total of 989 calls were recruited for breast cancer patients in the cancer center of Southern Taiwan during the period of January 2007- December 2011. A structure questionnaire was adopted to analysis the satisfaction. Responses provided by the TCS included information regarding emotion support, side effects resulting from chemotherapy, and nutrition. Moreover, 17.9% of breast cancer patients were needed advance treatment. More than 90% satisfaction with all aspects of the calls was found. The TCS provided an effective means by which to expand the reach of nursing care to different times, places, and patients, allowing for greater cost efficiency and more rapid service.