Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses

Jun Koike; Takao Namiki; Hisashi Fujita; Yoshiro Hirasaki

doi:doi:10.11648/j.ajns.20200904.16

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Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses

Jun Koike, Takao Namiki, Hisashi Fujita, Yoshiro Hirasaki

Received: 4 May 2020 Accepted: 28 May 2020 Published: 4 June 2020

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Abstract

Aim: In order to clarify how nurses respond to telephone consultations in a Kampo medicine outpatient clinic, a fact-finding survey was conducted on the difficulties involved in handling telephone calls. Methods: The subjects were two outpatient nurses. The contents of consultations that the nurse could not handle alone were extracted from the descriptive data of the telephone calls that each nurse was not able to handle and categorized. Guidelines developed in conjunction with physicians were introduced to clarify and address the causes of the difficulty. One year later, we again administered the telephone response survey so as to compare the results with those of the first survey. Results: Telephone consultations that were difficult for nurses to handle were classified into four categories: 1) consultations about physical disorders, 2) questions about prescribed Kampo medicines, 3) reports and questions based on the patient's own judgment, and 4) questions about treatment and hospitalization. The questions about Kampo medicines related to their "continued administration" and "mix-ups of drugs," and the questions based on patients’ self-judgments related to the "reduction of" or "change in" Kampo medicines. One year later, the number of such cases declined to less than half, and no telephone consultations were made within one week after the first visit. Conclusion: As a result of the creation and introduction of guidelines in consultation with physicians, outpatient nurses are now able to answer questions and receive fewer phone calls after patients’ first visits.

DOI	10.11648/j.ajns.20200904.16
Published in	American Journal of Nursing Science (Volume 9, Issue 4, August 2020)
Page(s)	204-210
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Fact-finding Surveys, Kampo Medicine Outpatient Clinic, Nurses, Telephone Consultations

References

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[2]	Akase T. Pharmacology education in nursing. Folia Pharmacol. Jan. 2018; 151 (5): 191-194.
[3]	Namiki T, Kasahara Y, Sekiya N, et al. The revealing of problems concerning about treatment of kampo formulae in hospitalization; by the analysis of questionnaires for pharmacists and nurses at ward. Kampo Med. 2009; 60 (2): 185-193.
[4]	Medical Education Division, Higher Education Bureau, Ministry of Education, Culture, Sports, Science and Technology. Nursing Education Model Core Curriculum - Academic Objectives Aiming to Acquire Core Nursing Practice Capacity in Bachelor's Courses. October 31, 2017. [cited 12 August 2019] Available from: http://www.mext.go.jp/b_menu/sh ingi/chousa/koutou/078/gaiyou/1397885.htm
[5]	Nakano E, Yasukata F, Yamazumi Y, et al. The actual situation of the Chinese medicine medicare education in the nursing basic education. Fukuoka Prefectural University Journal of Nursing Research 2013; 10 (2): 65-71.
[6]	Yakubo M, Kinoshita Y, Ueda Y, et al. Kampo medical education for university students of health education. Kampo Med. 2011; 62 (1): 65-69.
[7]	Eguchi Y, Takemori S, Yoshida C, Yamada M. Recognition and learning needs of Kampo medicine of nurses. Luke’s Society for Nursing Research. 2016; 20 (1): 19-26.
[8]	Takemori S, Eguchi Y, Yoshida C, Yamada M. A Life-long Learning Program for Kampo Medicine for Nurses. Luke’s Society for Nursing Research, 2016; 19 (2): 54-60.
[9]	Takano S, Nakamura M, Morita A, et al. Usefulness of Kampo medicine for avoiding polypharmacy among hospitalized patients. Kampo Medicine. 2018; 69 (4): 328-335.
[10]	Okuura K, Nakaoka K, Masui M. The relationship between the content of the telephone consultation in the outpatient department and the stress of the nurse. Japanese Society of Nursing Therapies. 2019; 49: 130-133.
[11]	Hori Y, Noma Y, Kagine H, et al. Efforts to provide telephone counseling to outpatients with cancer and their families, and the current situation and challenges for establishing a patient support system. Journal of North Medical Center of Kyoto Prefectural University of Medicine 2016; 2 (1): 102-107.
[12]	Ikarashi N, Shimura A, Takezawa T, et al. Survey of the use Kampo Medicines at Kampo Clinic 1 - Combined use with Western medicines -. Pharmaceutical medicine 2007; 33 (4): 353-358.
[13]	Takagi A, Yoshida N, Watanabe Y, et al. Kampo Medicine Database improve Drug Information Service and Pharmaceutical Care for Inpatients in Department of Japanese oriental Medicine. Pharmaceutical medicine 2007; 33 (1): 15-22.
[14]	Kang M, Miyazono M, Hashiguchi N, et al. Factors related to health promotion behavior change of clinical nurses who took Kampo Medicine Seminar. International Nursing Care Research 2018; 17 (4): 31-40.

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APA Style

Jun Koike, Takao Namiki, Hisashi Fujita, Yoshiro Hirasaki. (2020). Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. American Journal of Nursing Science, 9(4), 204-210. https://doi.org/10.11648/j.ajns.20200904.16

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ACS Style

Jun Koike; Takao Namiki; Hisashi Fujita; Yoshiro Hirasaki. Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. Am. J. Nurs. Sci. 2020, 9(4), 204-210. doi: 10.11648/j.ajns.20200904.16

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AMA Style

Jun Koike, Takao Namiki, Hisashi Fujita, Yoshiro Hirasaki. Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. Am J Nurs Sci. 2020;9(4):204-210. doi: 10.11648/j.ajns.20200904.16

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@article{10.11648/j.ajns.20200904.16,
  author = {Jun Koike and Takao Namiki and Hisashi Fujita and Yoshiro Hirasaki},
  title = {Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses},
  journal = {American Journal of Nursing Science},
  volume = {9},
  number = {4},
  pages = {204-210},
  doi = {10.11648/j.ajns.20200904.16},
  url = {https://doi.org/10.11648/j.ajns.20200904.16},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajns.20200904.16},
  abstract = {Aim: In order to clarify how nurses respond to telephone consultations in a Kampo medicine outpatient clinic, a fact-finding survey was conducted on the difficulties involved in handling telephone calls. Methods: The subjects were two outpatient nurses. The contents of consultations that the nurse could not handle alone were extracted from the descriptive data of the telephone calls that each nurse was not able to handle and categorized. Guidelines developed in conjunction with physicians were introduced to clarify and address the causes of the difficulty. One year later, we again administered the telephone response survey so as to compare the results with those of the first survey. Results: Telephone consultations that were difficult for nurses to handle were classified into four categories: 1) consultations about physical disorders, 2) questions about prescribed Kampo medicines, 3) reports and questions based on the patient's own judgment, and 4) questions about treatment and hospitalization. The questions about Kampo medicines related to their "continued administration" and "mix-ups of drugs," and the questions based on patients’ self-judgments related to the "reduction of" or "change in" Kampo medicines. One year later, the number of such cases declined to less than half, and no telephone consultations were made within one week after the first visit. Conclusion: As a result of the creation and introduction of guidelines in consultation with physicians, outpatient nurses are now able to answer questions and receive fewer phone calls after patients’ first visits.},
 year = {2020}
}

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TY  - JOUR
T1  - Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses
AU  - Jun Koike
AU  - Takao Namiki
AU  - Hisashi Fujita
AU  - Yoshiro Hirasaki
Y1  - 2020/06/04
PY  - 2020
N1  - https://doi.org/10.11648/j.ajns.20200904.16
DO  - 10.11648/j.ajns.20200904.16
T2  - American Journal of Nursing Science
JF  - American Journal of Nursing Science
JO  - American Journal of Nursing Science
SP  - 204
EP  - 210
PB  - Science Publishing Group
SN  - 2328-5753
UR  - https://doi.org/10.11648/j.ajns.20200904.16
AB  - Aim: In order to clarify how nurses respond to telephone consultations in a Kampo medicine outpatient clinic, a fact-finding survey was conducted on the difficulties involved in handling telephone calls. Methods: The subjects were two outpatient nurses. The contents of consultations that the nurse could not handle alone were extracted from the descriptive data of the telephone calls that each nurse was not able to handle and categorized. Guidelines developed in conjunction with physicians were introduced to clarify and address the causes of the difficulty. One year later, we again administered the telephone response survey so as to compare the results with those of the first survey. Results: Telephone consultations that were difficult for nurses to handle were classified into four categories: 1) consultations about physical disorders, 2) questions about prescribed Kampo medicines, 3) reports and questions based on the patient's own judgment, and 4) questions about treatment and hospitalization. The questions about Kampo medicines related to their "continued administration" and "mix-ups of drugs," and the questions based on patients’ self-judgments related to the "reduction of" or "change in" Kampo medicines. One year later, the number of such cases declined to less than half, and no telephone consultations were made within one week after the first visit. Conclusion: As a result of the creation and introduction of guidelines in consultation with physicians, outpatient nurses are now able to answer questions and receive fewer phone calls after patients’ first visits.
VL  - 9
IS  - 4
ER  -

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Author Information

Jun Koike

Department of Nursing, Faculty of Sports and Health Science, Daito Bunka University, Saitama, Japan
Takao Namiki

Department of Japanese Oriental (Kampo) Medicine, Graduate School of Medicine, Chiba University, Chiba, Japan
Hisashi Fujita

Department of Nursing, Niigata College of Nursing, Niigata, Japan
Yoshiro Hirasaki

Department of Japanese Oriental (Kampo) Medicine, Graduate School of Medicine, Chiba University, Chiba, Japan

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APA Style

Jun Koike, Takao Namiki, Hisashi Fujita, Yoshiro Hirasaki. (2020). Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. American Journal of Nursing Science, 9(4), 204-210. https://doi.org/10.11648/j.ajns.20200904.16

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ACS Style

Jun Koike; Takao Namiki; Hisashi Fujita; Yoshiro Hirasaki. Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. Am. J. Nurs. Sci. 2020, 9(4), 204-210. doi: 10.11648/j.ajns.20200904.16

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AMA Style

Jun Koike, Takao Namiki, Hisashi Fujita, Yoshiro Hirasaki. Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses. Am J Nurs Sci. 2020;9(4):204-210. doi: 10.11648/j.ajns.20200904.16

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@article{10.11648/j.ajns.20200904.16,
  author = {Jun Koike and Takao Namiki and Hisashi Fujita and Yoshiro Hirasaki},
  title = {Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses},
  journal = {American Journal of Nursing Science},
  volume = {9},
  number = {4},
  pages = {204-210},
  doi = {10.11648/j.ajns.20200904.16},
  url = {https://doi.org/10.11648/j.ajns.20200904.16},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajns.20200904.16},
  abstract = {Aim: In order to clarify how nurses respond to telephone consultations in a Kampo medicine outpatient clinic, a fact-finding survey was conducted on the difficulties involved in handling telephone calls. Methods: The subjects were two outpatient nurses. The contents of consultations that the nurse could not handle alone were extracted from the descriptive data of the telephone calls that each nurse was not able to handle and categorized. Guidelines developed in conjunction with physicians were introduced to clarify and address the causes of the difficulty. One year later, we again administered the telephone response survey so as to compare the results with those of the first survey. Results: Telephone consultations that were difficult for nurses to handle were classified into four categories: 1) consultations about physical disorders, 2) questions about prescribed Kampo medicines, 3) reports and questions based on the patient's own judgment, and 4) questions about treatment and hospitalization. The questions about Kampo medicines related to their "continued administration" and "mix-ups of drugs," and the questions based on patients’ self-judgments related to the "reduction of" or "change in" Kampo medicines. One year later, the number of such cases declined to less than half, and no telephone consultations were made within one week after the first visit. Conclusion: As a result of the creation and introduction of guidelines in consultation with physicians, outpatient nurses are now able to answer questions and receive fewer phone calls after patients’ first visits.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - Survey on Handling Telephone Consultations at a Kampo Outpatient Clinic in Japan - Difficult Consultations and Their Handling by Outpatient Nurses
AU  - Jun Koike
AU  - Takao Namiki
AU  - Hisashi Fujita
AU  - Yoshiro Hirasaki
Y1  - 2020/06/04
PY  - 2020
N1  - https://doi.org/10.11648/j.ajns.20200904.16
DO  - 10.11648/j.ajns.20200904.16
T2  - American Journal of Nursing Science
JF  - American Journal of Nursing Science
JO  - American Journal of Nursing Science
SP  - 204
EP  - 210
PB  - Science Publishing Group
SN  - 2328-5753
UR  - https://doi.org/10.11648/j.ajns.20200904.16
AB  - Aim: In order to clarify how nurses respond to telephone consultations in a Kampo medicine outpatient clinic, a fact-finding survey was conducted on the difficulties involved in handling telephone calls. Methods: The subjects were two outpatient nurses. The contents of consultations that the nurse could not handle alone were extracted from the descriptive data of the telephone calls that each nurse was not able to handle and categorized. Guidelines developed in conjunction with physicians were introduced to clarify and address the causes of the difficulty. One year later, we again administered the telephone response survey so as to compare the results with those of the first survey. Results: Telephone consultations that were difficult for nurses to handle were classified into four categories: 1) consultations about physical disorders, 2) questions about prescribed Kampo medicines, 3) reports and questions based on the patient's own judgment, and 4) questions about treatment and hospitalization. The questions about Kampo medicines related to their "continued administration" and "mix-ups of drugs," and the questions based on patients’ self-judgments related to the "reduction of" or "change in" Kampo medicines. One year later, the number of such cases declined to less than half, and no telephone consultations were made within one week after the first visit. Conclusion: As a result of the creation and introduction of guidelines in consultation with physicians, outpatient nurses are now able to answer questions and receive fewer phone calls after patients’ first visits.
VL  - 9
IS  - 4
ER  -

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