LOGO
:::
ENGLISH 回首頁
 
網站導覽 中心簡介 服務方式 聯絡我們
最新消息
專線成果分享
戒菸新知
戒菸Q&A
戒菸看這裡
好站連結
戒菸電影院
轉介同意書下載
各縣市服務成果
最新文宣品
訂閱電子報(另開新視窗)
戒菸專線
通過AA優先等級無障礙網頁檢測
首頁 / 專線成果分享 / 戒菸中心成果
專線成果分享 歷年研究一覽 戒菸中心成果
2017回饋報告:戒菸專線服務中心個案服務之一個月與六個月追蹤成效暨滿意度回饋報告
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)及戒菸者成功戒菸影響因素、戒菸失敗原因等議題,作為後續戒菸專線在工作流程以及服務內容之改善參考之用,遂進行本項報告回饋。本報告目的分述如下:
1.探討不同個管分類之戒菸民眾在一個月與六個月的點戒斷率與持續戒斷率。
2.探討戒菸民眾對於戒菸專線之服務滿意度,了解服務需改善之處。
3.探討戒菸民眾在一個月階段點戒斷失敗原因。
4.探討戒菸者在初次接受戒菸專線服務後的六個月後,其戒菸成功與否對於心理與生理狀況的改善情形。
5.探討影響戒菸民眾在第六個月時間階段的點戒斷狀況之因素,了解其點戒斷狀況是否有顯著差異。
6.探討「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,評估專線存在價值。

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與六個月時間點的戒菸成效。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。個案於進線一個月後進行第一個月追蹤調查,六個月後進行第六個月追蹤調查。分析包括在這兩個時間點的戒斷率(點戒斷與持續戒斷)、戒菸者對本中心之服務滿意度及生活品質調查等,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。

兩次追蹤階段之通算之點戒斷成功率依序分別為41.7%、40.7%;通算持續戒斷率則分別為32.3%、25.2%。已接受多次個案管理者的6個月點戒斷率為42.4%。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93.3%及91.1%;相較於點戒斷失敗者,點戒斷成功者覺得比較有活力、心情較為平靜、自覺身體健康狀況較好。影響六個月點戒斷成功之因素,發現基本變項有「居住地區」、「菸齡」與「年齡」,服務方面變項有「設定戒菸日與否」對於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2,359,742元,單次個管之效益為22,745,950元,二次個管之效益為2,741,535元,多次個管效益為52,093,343元,合計為79,940,570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25,654,510元,單次個管之效益為290,776,325元,二次個管之效益為15,552,543元,多次個管效益為567,911,086元,合計為899,894,464元。而總成本效益為直接效益與間接效益的總合,合計為979,835,034元。在106年度每投入1元之成本,可獲得44.54元的效益,平均1位個案所花費成本為6,006元(資料截取日至106年8月31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). 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 and six months.
2. Satisfactory levels of the callers.
3. Callers’ reasons to failed attempts.
4. Callers’ physical and psychological changes before and after smoking cessation.
5. Whether there were significant differences among callers’ point prevalence rate after receiving TSH telephone counseling service six months after the first call, and the factors that makes the differences.
6. 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 and six-months after their first call. Questionnaire covered the following aspects: “7-day point prevalence and prolonged abstinence rate,” “satisfactory levels” and “quality of life.” Cost-benefit analyses were performed in age and gender groups and on quitters and non-quitters.
Abstinence rate at one-month and six-months after the first calls were as follows:
(1) 7-day point prevalence rate: 41.7% and 40.7%
(2) prolonged abstinence rate: 32.3% and 25.2%
Point prevalence rate of who received multi-session consulting at six month after the first call is 42.4%.
About 93% of the interviewees are satisfied with the way counselors approached them. 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 setting quit day or not, and so on.
Direct benefits of consulting, single-session, double-session, and triple-s session were NT$ 2,359,742, NT$ 22,745,950, NT$ 2,741,535, and NT$ 52,093,343 respectively. The total of the above was NT$ 79,940,570. Indirect benefits of consulting, single-session, double-session, and triple-s session were NT$ 25,654,510, NT$ 290,776,325, NT$ 15,552,543, and NT$ 567,911,086. That is, NT$ 899,894,464 in total. The overall benefits were NT$ 979,835,034. In year 2017, for every dollar spent, it pays back 44.54 dollar. The average cost of each client is 6,006 NT dollars (updated through August 31, 2017).