「以社會認知理論為基礎之遠距衛教諮詢」訓練計畫成效

The Effect of Tele-care Health Education Training Courses Based on Social Cognition Theory

10.6200/TCMJ.2012.9.4.05

陳美如(Mei-Ju Chen)；陳威志(Wei-Zhi Chen)；粟韻丞(Yun-Chen Su)；陳金雀(Ching-Chueh Chen)；鄭惠美(Huey-Mei Jeng)

「遠距衛教諮詢服務人員」 ； 遠距照護 ； 社會認知理論 ； telephone advice nurse ； telecare ； social cognitive theor

北市醫學雜誌

9卷4期（2012 / 12 / 01）

348 - 358

繁體中文

目的：對於「遠距衛教諮詢服務人員」訓練課程與評估，目前國內並無相關一致性的標準可供參考，本研究企圖於訓練課程中加入社會認知理論內容，期使「遠距衛教諮詢服務人員」可以實務應用於「市民健康生活照護服務」中。方法：實施60小時之教育訓練課程，包括了解遠距照護與熟悉資訊系統，提升專業知識與個案管理技巧，了解SCT之實務應用與心理支持課程，應用電話禮貌與技巧。最後收集個案對「遠距衛教諮詢服務人員」之服務滿意度外，並於訓練過程中收集「表現實做評估」、「個別檔案記錄評估」與「遠距衛教諮詢服務人員」自我評核作為評估資料。結果：結果顯示大部分之「遠距衛教諮詢服務人員」具有良好的打字技巧，優良的準確紀錄能力，以及電腦的應用技巧。接受「遠距衛教諮詢服務人員」服務之個案滿意度很高。結論：本研究結果可作為台灣其他「遠距衛教諮詢服務人員」教育訓練之參考模式。

Objective: Standardized curricula for and evaluations of the tele-healthcare service have yet to be developed in Taiwan. The aim of this research intends was to evaluate the effect of tele-care training courses that contained the social cognition theory components. Methods: A sixty-hours training program was implemented that included training to improve understanding of the tele-care and information systems, to help develop professional knowledge and case management skills, to aid the application of social cognition theory, to provide psychological support training, and to give training in telephone skills and etiquette. After the training courses, patient satisfaction with respect to telephone advice staff, performance assessment of the telephone advice staff, portfolio assessment of the staff and the telephone advice staff's own self-assessments were collected for evaluation. Results: Most telephoneadvice staff demonstrated good typing skills, excellence in writing, the ability to create accurate documentation and a good command of computer skills. The level of satisfaction of the patients with respect to the telephone advice staff was high. Conclusions: The results of the present research should serve as a reference that will contribute towards the development of other telephone advice programs in Taiwan.

1. 邱沛晴(2016)。衛生福利部醫院電話禮貌執行成效考核之比較探討。長榮大學醫務管理學系(所)學位論文。2016。1-79。