摘要
目的了解上海12320培训基地首届话务人员培训需求,为全国12320培训提供决策依据。方法按照全国12320上海培训基地总体安排,统一问卷、统一时间对现已开通的北京、上海、江苏省、河北省、福建省、吉林省6地108位12320话务人员基本情况、工作中面临的挑战、提高工作能力的方法、希望获得培训内容与方式、对培训的期望和要求等进行了调查与分析。结果调查对象认为工作中面临的最主要挑战是知识面窄和缺乏外部专家支持,有医学背景的话务人员对此的要求更高(P<0.05);提高工作能力的最主要形式是全国集中培训;对培训的前3位需求依次为专业知识、电话沟通技巧和12320信息资源库的运用;培训方式应采取专家课堂授课和参与式教学的多种培训方式。结论实施试点省市12320话务人员在职培训,是适应社会发展的需要,势在必行。
Objective To learn the needs for training of telephonists of 12320 hotline in the pilot provinces and cities and to provide the basis for the first 12320 hotline training course.Methods Questionnaires surveys were conducted among 108 telephonists from Beijing,Shanghai,Jiangsu,Hebei,Fujian and Jilin Province.Results Limited knowledge,lacking of support from experts were the main problems.Telephonists with medical background had the stronger request about these problems.Centralized training was the mostly way to improve the working abilities.Professional knowledge,phone communication skills and the use of 12320 information resource repository were the first three demands for training.Telephonists hoped to acquire the participatory training and teaching from experts.Conclusion It is urge to carry out the training for the telephonists to improve their abilities of public health consultation.
出处
《中国健康教育》
2008年第7期525-527,533,共4页
Chinese Journal of Health Education
关键词
话务人员
培训
需求
Telephonists
Training
Needs
