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專線成果分享 歷年研究一覽 戒菸中心成果
2016回饋報告:戒菸專線服務中心個案服務之一、三、六個月追蹤成效 暨滿意度、自我效能之回饋報告
發佈日期 : 2018-02-14  
發佈內容 :
 

中文摘要

Parasuraman、Zeithaml和Berry(1985)認為服務的優劣取決於服務品質,而其所謂的服務品質是指「對服務內涵長期、整體,並可以態度層面來看待的一種評估」。為了瞭解戒菸專線服務中心的績效(戒斷率、滿意度)及戒菸者使用專線前後自我效能、戒菸失敗原因議題,以作為後續戒菸專線服務中心在工作流程以及服務內容之改善參考支用,遂進行本項報告回饋。本報告目的分述如下:
1.了解不同個管分類之戒菸民眾在一個月、三個月與六個月等時間階段的點戒斷率與持續戒菸率。
2.了解戒菸民眾對於戒菸專線之服務滿意度,探討服務需改善之處。
3.了解戒菸民眾在一個月階段點戒斷失敗原因。
4.了解戒菸民眾的戒菸自我效能情形。
5.了解戒菸者於「戒菸專線服務中心」服務前後,對於其心理與生理狀況的改善情形。
6.分析影響戒菸民眾在一個月與六個月點戒斷率之因素,並探討其點戒斷率是否有顯著差異。
7.分析「戒菸專線服務中心」在介入戒菸者之戒菸行為後,其戒斷成效所帶來之成本效益,評估「戒菸專線服務中心」之存在價值。

本追蹤調查採電話調查法來蒐集資料,調查戒菸者在一個月、三個月與六個月等三個時點的戒菸成效。樣本取自戒菸專線服務中心之個案管理記錄表(case report),凡曾接受過戒菸專線服務中心之吸菸者本人(排除掉非吸菸者本人、疑似特殊個案、騷擾個案、拒訪者、無電話號碼可聯繫者與無姓氏者等),且在個案紀錄表中有聯絡電話者,從中抽取30%樣本進行訪問。個案於「進線日」一個月後進行第一個月追蹤調查(進線後三個月進行第三個月追蹤,依此類推)。分析包括在這三個時間點的戒斷率(點戒斷與持續戒斷)、戒菸者對本中心之服務滿意度、自我效能改善以及生活品質調查(心理面)等,最後依據戒斷結果與性別與年齡分組,進行本中心戒菸服務之成本效益分析。
三次追蹤階段之通算之點戒斷成功率依序分別為32.72%、35.85%及37.80%;通算持續戒斷率則分別為21.63%、19.30%及25.68%。而6個月之點戒斷率37.80%,高於合約之要求。

接受專線服務之民眾對於「中心服務人員態度」與「中心整體服務的情形」之滿意度分別為92.20%及91.34%;在點戒斷失敗者之戒菸自我效能方面,面對「三餐飯後」、「休閒時」、「無聊沉悶時」、「當周圍有其他人吸菸時」與「當同事或朋友遞菸給我時」等狀況,多數人均表示較沒有信心不吸菸,戒菸自我效能較低。點戒斷成功者較點戒斷失敗者,前者覺得比較有活力、心情較為平靜、身體健康狀況比較好。
    綜合影響一個月與六個月點戒斷成功之因素,發現基本變項有「居住地區」、「學歷」與「年齡」,服務方面變項有「嘗試戒菸與否」、「戒菸日設定與否」與「減量法使用與否」等變項對於一個月點戒斷成功與否有顯著影響。

直接成本效益在不同個管分類所得之效益如下:純諮詢服務之效益為1,564,532元,單次個管之效益為21,465,086元,二次個管之效益為2,645,642元,多次個管效益為39,198,440元,合計為64,873,700元。間接成本效益在不同個管分類所得之效益如下:純諮詢服務之效益為19,332,530元,單次個管之效益為218,035,980元,二次個管之效益為34,578,625元,多次個管效益為628,412,865元,合計為900,360,000元。而總成本效益為直接效益與間接效益的總合,合計為965,233,700元。在105年度每投入1元之成本,可獲得45.32元的效益,平均1位個案所花費成本為6,062元(資料截取日至105年9月30日)。

 

ABSTRACT

Parasuraman, Zeithaml and Berry (1985) considered perceived service quality as a form of attitude, a long-run overall evaluation. The purpose of this study is to evaluate the effectiveness of TSH telephone counseling service (in terms of abstinence rate and satisfactory level of the callers) and callers’ self-efficacy before and after receiving the service. This study aims to understand the following:
1. 7-day point prevalence and prolonged abstinence rate of different groups of callers, after they received telephone counseling session for one months, three months, and six months.
2. Satisfactory levels of the callers.
3. Callers’ reasons to failed attempts.
4. Changes of callers’ self-efficacy before and after receiving TSH telephone counseling service for smoking cessation.
5. Callers’ physical and psychological changes before and after receiving TSH telephone counseling service for smoking cessation.
6. Whether there were significant differences among callers’ point prevalence rate after receiving TSH telephone counseling service one months and six months after the first call, and the factors that makes the differences.
7. Cost-benefit of smoking cessation interventions by TSH.

This study is a cross-sectional design. Participants were proactive callers and reactive smokers who were reached out by TSH counselors. Odd calls, non-smokers, callers without name or not willing to reveal their phone number, and smokers rejecting to be interviewed were excluded. Participants are assigned randomly to TSH and external quality review committee for telephone interviews.
Participants were contacted through telephone one-month, three months and six months after their first call. Questionnaire covered the following aspects: “24-hour point prevalence, 7-day point prevalence, and prolonged abstinence rate,” “satisfactory levels,” “self-efficacy,” and “quality of life (psychological domain).” Cost-benefit analyses were performed in age and gender groups and on quitters and non-quitters.

Abstinence rate at one-month, three-month, and six-months after the first calls were as follows:
(1) 7-day point prevalence rate: 32.72%, 35.85% and37.80%
(2) prolonged abstinence rate: 21.63%, 19.30% and 25.68%
Point prevalence rate at six month after the first call is 37.80%, which not only meets but is higher than the contract requirement.
About 92% of the interviewees are satisfied with the way counselors approached them. As for smoking abstinence self-efficacy, participants reported negative tendency in terms of “having confident that I won’t smoke after meals”, “having confident that I won’t smoke in leisure time”, “having confident that I won’t smoke when I feel bored”, “having confident that I won’t smoke when someone smokes around me”, “having confident that I won’t smoke when being invited by others to smoke”. As to quality of life, participants who successfully quitted smoking reported more positive states physically and psychologically. They also considered themselves healthier, full of energy and calm.

Demographic factors associated with abstinence rate included: living area, smoking years and age. Service-related factors included: whether ever quitted smoking or not, whether setting quit day or not, whether reducing smoking or not, and so on.
Direct benefits of consulting, single-session, double-session, and triple-s session were NT$ 1,564,532, NT$ 21,465,086, NT$ 2,645,642, and NT$ 39,198,440 respectively. The total of the above was NT$ 64,873,700. Indirect benefits of consulting, single-session, double-session, and triple-s session were NT$ 19,332,530, NT$ 218,035,980, NT$ 34,578,625, and NT$ 628,412,865. That is, NT$ 900,360,000 in total. The overall benefits were NT$ 965,233,700. In year 2016, for every dollar spent, it pays back 45.32 dollar. The average cost of each client is 6,062 NT dollars (updated through September 30, 2016).