24小時電話護理諮詢之成效初探

Effectiveness of 24-Hour Telephone Nursing Consultation Services

10.6142/VGHN.34.3.280

廖玉貞(Yu-Chen Liao)；劉錦鳳(Chin-Feng Liu)；張家慧(Chia-Hui Chang)；王秀如(Hsiu-Ju Wang)；洪佩甄(Pei-Chen Hung)；歐香縫(Shiang-Ferng Ou)

24小時服務 ； 電話護理諮詢 ； 24-hour services ； telephone nursing consultation

榮總護理

34卷3期（2017 / 09 / 01）

280 - 288

繁體中文

本研究目的在了解民眾及病人使用24小時電話護理諮詢服務概況，並分析出院病人使用電話護理諮詢後3日再急診及14日再住院之結果。依本院臨床資料庫，擷取2016年1～12月曾使用24小時電話護理諮詢共22,439人次，符合選樣條件有2,938人次；在出院病人30,970人次，共456人次。結果呈現三班諮詢服務量以白班諮詢佔最多62.8%、來電諮詢者以女性佔53.5%及年齡以41-60歲佔35.2%。民眾詢問類別分析以就醫問題佔49.2%，其次為門診相關問題28.8%及出院相關問題佔16.2%；詢問就醫科別以骨科佔16.1%、神經內科佔11.7%，96.9%的諮詢電話由護理師直接線上指導，無須進一步轉介。出院病人接受電話諮詢後，在3日再急診率為7.9%，14日再住院率為20.8%。24小時電話護理諮詢提供民眾健康問題及就醫訊息獲得之需求，對3日再急診及14日再住院的效益，建議未來前瞻性研究進一步探討。

The purpose of this study was to understand the general situation of 24-hour telephone nursing consultation services for patients and to analyze the results of hospitalization and emergency department revisits within 3 days and readmission within 14 days. A total of 22,439 telephone nursing consultations occurred in our hospital from January to December 2016. We analyzed the data obtained from 2,938 telephone nursing consultations after excluding consultations with incomplete records. We found that of 456 of 30,970 discharged patients used the nursing consultation service. We also found that 62.8% of telephone nursing consultations occurred during the day shift and 53.5% of all callers were women. A total of 35.2% of callers was people aged 41-60 years. Moreover, 49.2% of the consultations were about medical services, 28.8% were about the outpatient department, and 16.1% were about discharge plans. Regarding medical departments, most callers asked for the orthopedic department (16.1%), followed by neurologic department (11.7%), and 96.9% of the consultations involved constructive advice from nursing staff. The percentages of emergency department revisits within 3 days and readmissions within 14 days were 7.9% and 20.8%, respectively. The results revealed that telephone nursing consultations are required to provide people with health advice and medical information. The association between the reduction of emergency department revisits within 3 days and the reduction of readmission within 14 days requires further research in the form of prospective studies.

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