肿瘤患者电话随访常见沟通问题分析与对策

Common Communication Problem Analysis and Countermeasures in Telephone Follow-Up of Tumor Patients

目的:分析肿瘤患者电话随访中遇到的沟通问题,给予相应的对策,以提高随访率。方法:选取2013年1月-2016年5月进行免疫细胞治疗的肿瘤患者472例;在2015年1月-2019年12月进行定期电话随访。结果:472例患者或家属均接受1~14次随访,内容包括了解患者生存状态、复查情况、解决居家健康照护问题,患者总体满意度高。结论:电话随访中沟通方法的不断改进,能有效提高随访率,给患者提供更高质量的服务,构建和谐社会。

Objective:To analyze the communication problems in the telephone follow-up of tumor patients,and give corresponding countermeasures to improve the follow-up rate.Methods:From January 2013 to May 2016,472 tumor patients who received immune cell therapy were selected.From January 2015 to December 2019,regular telephone follow-up was conducted.Results:A total of 472 patients or their family members were followed up 1~14 times to understand the survival status of patients,review the conditions,and solve the problem of home health care,the overall patient satisfaction was high.Conclusion:The continuous improvement of communication methods in telephone follow-up can effectively improve the follow-up rate,provide patients with higher quality services,and build a harmonious society.