Delivery of telephone-based supportive care to people with cancer: An analysis of cancer helpline operator and cancer nurse communication |
| |
| Affiliation: | 1. Surgical Outcomes Research Centre, Royal Prince Alfred Hospital, Australia;2. University of Sydney, Australia;3. Griffith Health Institute, Griffith University, Australia;4. Cancer Council QLD, Australia;5. Cancer Council NSW, Australia;6. Sydney Local Health District, Australia;1. Center for Surgery and Public Health, Brigham and Women''s Hospital, Boston, MA, USA;2. Department of Surgery, Dartmouth-Hitchcock Medical Center, Lebanon, NH, USA;3. Mongan Institute for Health Policy, Massachusetts General Hospital, Boston, MA, USA;4. Disparities Solutions Center, Massachusetts General Hospital, Boston, MA, USA;5. Department of General Medicine, Massachusetts General Hospital and Brigham and Women''s Hospital, Boston, MA, USA;6. Department of Surgery, University of Utah School of Medicine, Salt Lake City, UT, USA;7. Division of Pain and Palliative Medicine, Massachusetts General Hospital, Boston, MA, USA;8. Division of Trauma, Burns, and Surgical Critical Care, Brigham and Women''s Hospital, 75 Francis Street, Boston, MA, USA;1. Gastroenterology and Liver Services, Sydney Local Health District, Concord Hospital, Concord, New South Wales, Australia;2. Gastroenterology and Liver Services, Sydney South West Local Health Network, Bankstown Hospital, Bankstown, New South Wales, Australia;3. Faculty of Medicine, University of New South Wales, Sydney, New South Wales, Australia;4. Faculty of Medicine, Sydney Medical School, Sydney, New South Wales, Australia;5. Campbelltown Hospital, Sydney, New South Wales, Australia;1. Department of Public Health and Primary Care, University of Cambridge, Cambridge, UK;2. Global Health Institute, American University of Beirut, Beirut 1107 2020, Lebanon;3. Faculty of Health Sciences, American University of Beirut, Beirut 1107 2020, Lebanon;4. Department of Epidemiology of Microbial Diseases, Yale School of Public Health, New Haven, CT, USA;1. Virginia Commonwealth University, Massey Cancer Center, Richmond, VA 23298-0070, USA;1. Department of Behavioral and Community Health Sciences, Graduate School of Public Health, University of Pittsburgh, Pittsburgh, Pennsylvania, USA;2. Department of Epidemiology, Graduate School of Public Health, University of Pittsburgh, Pittsburgh, Pennsylvania, USA;3. Hospital and Palliative Nursing Association, Pittsburgh, Pennsylvania, USA;4. Department of Preventive Medicine, University of Tennessee, Memphis, Tennessee, USA;5. Department of Epidemiology and Biostatistics, University of California at San Francisco, San Francisco, California, USA;6. Laboratory of Epidemiology, Biometry, and Demography, National Institute on Aging, Bethesda, Maryland, USA |
| |
| Abstract: | ObjectivesTelephone-based supportive care presents a potentially highly accessible means of addressing unmet supportive care needs for people with cancer. Identification of behaviours that facilitate communication is essential for development of training for telephone-based supportive care. The aim of this study was to describe communication behaviours within supportive care telephone calls in two contexts (1) a telephone outreach intervention and (2) cancer helpline calls, to identify potential areas for further training.Methods50 recorded calls were analysed using two standardised coding systems: the RIAS and Verona-CoDES-C.ResultsMean call length was 21 min (304 utterances) for nurse-outreach calls and 23 min (355 utterances) for helpline calls. Closed questioning, verbal attentiveness and giving information/counselling were the most common communication behaviours identified. Emotional cues were most commonly responded to through non-explicit back-channelling, exploration of content or provision of reassurance or advice.ConclusionsThis study confirmed the need to address the manner in which questions are framed to maximise patient disclosure. Responding to patent emotional cues was highlighted as an area for future training focus.Practice implicationsCommunication skills training that addresses each of these tasks is likely to improve the effectiveness of telephone-based delivery of supportive care. |
| |
| Keywords: | Nurse–patient communication Telephone-based supportive care |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
