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タイトル Evaluating the Cancer Information Service : A qualitative study of evaluation criteria for the telephone service in Japan<人文・社会科学>
別タイトル
がん情報サービスの評価に関する研究 : 日本におけるがん電話相談の質に関する評価表の検討
著者
関, 由起子 (SEKI, Yukiko)
Faculty of Education, Saitama University
高山, 智子 (TAKAYAMA, Tomoko)
Center for Cancer Control and Information Services, National Cancer Center
八巻, 知香子 (YAMAKI, Chikako)
Center for Cancer Control and Information Services, National Cancer Center
[出版社版]
出版者 埼玉大学教育学部
日付
出版年: 2015 - 2015
作成日: 2015-03-19
更新日
上位タイトル
埼玉大学紀要. 教育学部 (Journal of Saitama University. Faculty of Education). Vol.64, No.1  (2015. ) ,p.145- 154
識別番号
ISSN
18815146
抄録 Although cancer is the leading cause of deaths in Japan, cancer information available to the public is still insufficient. A telephone service providing cancer information was recently initiated; however, the quality of this service has not yet been investigated. Therefore, the aim of this study was to establish the evaluation criteria for the telephone cancer information service in Japan. This study was conducted at the Cancer Telephone Information Service of the NPO Japan Clinical Research Support Unit. Seventeen calls were purposively chosen. Ten researchers reviewed the voice data and the transcripts of the calls, and used these to determine criteria to independently evaluate the quality of the information service. We held eleven meetings to discuss and develop the final criteria. We identified two main categories to evaluate information specialists’ performance: (1) complying with center policy; (2) properly assessing the caller’s needs and responding to them with appropriate information and support. We also included two main categories focusing on callers’ reactions: (1) whether the caller’s expressed needs were understood by the specialist and met with satisfactorily provided information and support; and (2) whether the caller was satisfied with the session overall. Twenty and nine sub-categories were set for the categories of information specialist and callers have, respectively. The results suggest the process of providing an information service needs to be evaluated from the viewpoints of both providers and users.
キーワード
cancer information service
hotlines
criteria
quality management
言語
eng
資源タイプ text
ジャンル Departmental Bulletin Paper
著者版フラグ publisher
Index
/ Public / 埼玉大学 / 教育学部
/ Public / ジャンル別 / 研究紀要 / 埼玉大学 / 教育学部紀要
/ Public / 主題別 / 総合領域 / 腫瘍学
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