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Article: Rapid assessment of a helpdesk service supporting severe acute respiratory syndrome patients and their relatives

TitleRapid assessment of a helpdesk service supporting severe acute respiratory syndrome patients and their relatives
Authors
Issue Date2004
PublisherWiley-Blackwell Publishing Ltd. The Journal's web site is located at http://www.wiley.com/bw/journal.asp?ref=0962-1067
Citation
Journal Of Clinical Nursing, 2004, v. 13 n. 6, p. 748-755 How to Cite?
AbstractBackground. To contain severe acute respiratory syndrome, the Hong Kong Hospital Authority set a policy that stipulated there should be no visitors to hospital wards. A helpdesk service was established with the goal of providing immediate emotional and communication support to relatives while severe acute respiratory syndrome patients were isolated during the acute phase of the illness. Aim. This study describes the results of a rapid assessment of the effectiveness of a helpdesk service designed to meet the immediate needs of relatives of severe acute respiratory syndrome patients in Hong Kong. Design. Survey. Method. Eighty-three respondents, representing about 46.3% of relatives (179), attending the helpdesk on the day of the study were recruited. Service evaluation data was collected using a self-administered questionnaire completed by respondents. Results. Nearly 100% of respondents who used the service found the delivery service with on-site counselling useful for alleviating their anxiety. However, about half of these relatives complained of insufficient information regarding the patient's condition and progress. The majority of respondents were satisfied with the service. In describing the most important traits of the service providers, caring and enthusiasm were mentioned most frequently by respondents who stated that they were very satisfied with the service. Conclusion. The results support the value of the service, and demonstrate that the service is effective in meeting relatives' immediate needs. These needs include information, aid in fulfilling their role as caretaker for the patient (delivering prepared soup) and psychological support. The results suggest that facilitation of visitation of patients by relatives via video conferencing and education of the public on the nature and course of severe acute respiratory syndrome to reduce the social stigma of having a potentially life-threatening disease should be introduced in Hong Kong. Relevance to clinical practice. The results highlight important attributes that helpers (nurses) should have in order to alleviate the suffering of severe acute respiratory syndrome patients and their relatives.
Persistent Identifierhttp://hdl.handle.net/10722/178296
ISSN
2015 Impact Factor: 1.384
2015 SCImago Journal Rankings: 0.755
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorChung, JWYen_US
dc.contributor.authorWong, TKSen_US
dc.contributor.authorChang, KKPen_US
dc.contributor.authorChow, CBen_US
dc.contributor.authorChung, BPMen_US
dc.contributor.authorChung, Gen_US
dc.contributor.authorHo, Sen_US
dc.contributor.authorHo, JSCen_US
dc.contributor.authorLai, CKYen_US
dc.contributor.authorLai, Aen_US
dc.contributor.authorLam, VSFen_US
dc.contributor.authorLau, Jen_US
dc.contributor.authorLiu, Jen_US
dc.contributor.authorMok, Een_US
dc.contributor.authorWong, Den_US
dc.date.accessioned2012-12-19T09:45:06Z-
dc.date.available2012-12-19T09:45:06Z-
dc.date.issued2004en_US
dc.identifier.citationJournal Of Clinical Nursing, 2004, v. 13 n. 6, p. 748-755en_US
dc.identifier.issn0962-1067en_US
dc.identifier.urihttp://hdl.handle.net/10722/178296-
dc.description.abstractBackground. To contain severe acute respiratory syndrome, the Hong Kong Hospital Authority set a policy that stipulated there should be no visitors to hospital wards. A helpdesk service was established with the goal of providing immediate emotional and communication support to relatives while severe acute respiratory syndrome patients were isolated during the acute phase of the illness. Aim. This study describes the results of a rapid assessment of the effectiveness of a helpdesk service designed to meet the immediate needs of relatives of severe acute respiratory syndrome patients in Hong Kong. Design. Survey. Method. Eighty-three respondents, representing about 46.3% of relatives (179), attending the helpdesk on the day of the study were recruited. Service evaluation data was collected using a self-administered questionnaire completed by respondents. Results. Nearly 100% of respondents who used the service found the delivery service with on-site counselling useful for alleviating their anxiety. However, about half of these relatives complained of insufficient information regarding the patient's condition and progress. The majority of respondents were satisfied with the service. In describing the most important traits of the service providers, caring and enthusiasm were mentioned most frequently by respondents who stated that they were very satisfied with the service. Conclusion. The results support the value of the service, and demonstrate that the service is effective in meeting relatives' immediate needs. These needs include information, aid in fulfilling their role as caretaker for the patient (delivering prepared soup) and psychological support. The results suggest that facilitation of visitation of patients by relatives via video conferencing and education of the public on the nature and course of severe acute respiratory syndrome to reduce the social stigma of having a potentially life-threatening disease should be introduced in Hong Kong. Relevance to clinical practice. The results highlight important attributes that helpers (nurses) should have in order to alleviate the suffering of severe acute respiratory syndrome patients and their relatives.en_US
dc.languageengen_US
dc.publisherWiley-Blackwell Publishing Ltd. The Journal's web site is located at http://www.wiley.com/bw/journal.asp?ref=0962-1067en_US
dc.relation.ispartofJournal of Clinical Nursingen_US
dc.subject.meshAdulten_US
dc.subject.meshConsumer Satisfaction - Statistics & Numerical Dataen_US
dc.subject.meshCounselingen_US
dc.subject.meshFamily - Psychologyen_US
dc.subject.meshFemaleen_US
dc.subject.meshHong Kongen_US
dc.subject.meshHotlinesen_US
dc.subject.meshHumansen_US
dc.subject.meshInformation Servicesen_US
dc.subject.meshMaleen_US
dc.subject.meshNursing Staff, Hospitalen_US
dc.subject.meshPatient Isolationen_US
dc.subject.meshProfessional-Family Relationsen_US
dc.subject.meshProgram Evaluationen_US
dc.subject.meshSevere Acute Respiratory Syndrome - Nursingen_US
dc.subject.meshSocial Supporten_US
dc.subject.meshStatistics, Nonparametricen_US
dc.subject.meshVisitors To Patients - Psychologyen_US
dc.titleRapid assessment of a helpdesk service supporting severe acute respiratory syndrome patients and their relativesen_US
dc.typeArticleen_US
dc.identifier.emailLam, VSF: veronica@hkucc.hku.hken_US
dc.identifier.authorityLam, VSF=rp00261en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1111/j.1365-2702.2004.00954.xen_US
dc.identifier.pmid15317515-
dc.identifier.scopuseid_2-s2.0-4544267621en_US
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-4544267621&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume13en_US
dc.identifier.issue6en_US
dc.identifier.spage748en_US
dc.identifier.epage755en_US
dc.identifier.isiWOS:000223404800012-
dc.publisher.placeUnited Kingdomen_US
dc.identifier.scopusauthoridChung, JWY=13407107200en_US
dc.identifier.scopusauthoridWong, TKS=7403531128en_US
dc.identifier.scopusauthoridChang, KKP=55057871500en_US
dc.identifier.scopusauthoridChow, CB=7402578582en_US
dc.identifier.scopusauthoridChung, BPM=8940306200en_US
dc.identifier.scopusauthoridChung, G=36819549900en_US
dc.identifier.scopusauthoridHo, S=7403713823en_US
dc.identifier.scopusauthoridHo, JSC=16739657600en_US
dc.identifier.scopusauthoridLai, CKY=7403085855en_US
dc.identifier.scopusauthoridLai, A=36769813600en_US
dc.identifier.scopusauthoridLam, VSF=7006169633en_US
dc.identifier.scopusauthoridLau, J=36903982400en_US
dc.identifier.scopusauthoridLiu, J=7410105397en_US
dc.identifier.scopusauthoridMok, E=7005562728en_US
dc.identifier.scopusauthoridWong, D=24436416600en_US

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