258727 Exploring the Determinants of Client Satisfaction under Community-Based Tobacco-Cessation Service Program

Tuesday, October 30, 2012

Yu-Chi Chen , Department of Nursing, National Yang-Ming University, Taipei, Taiwan
I-Chuan Li , Institute of Clinical and Community Health Nursing, National Yang-Ming University, Taipei, Taiwan
Chih-Kuan Lai , Department of Family Medicine, Taipei Veterans General Hospital, Taipei, Taiwan
Jeng Yu-Qian , Department and institute of Nursing, National Yang-Ming University, Taipei, Taiwan
Tzu-I Tsai , Department of Nursing, National Yang-Ming University, Taipei, Taiwan
Chiu-Yen Chen , Department of Nursing, National Yang-Ming University, Taipei, Taiwan
Background: Tobacco use is a universal health issue. Many countries, including Taiwan, are striving to boost cessation infrastructure. Taiwan has introduced a nation-wide, community-based service reimburses pharmacotherapy and counseling for smokers. Monitoring satisfaction of the program from the client perspective is the cornerstone for promoting the services quality. Methods: This cross-sectional study used telephone surveys in 2010. The subjects have utilized this program for six months and were selected randomly. Results: We recruited 5,922 clients from private clinics (72.9%) and primary health centers (21.9%). The mean satisfaction scores were 8.01; the priority satisfaction ranks were convenient transportation to clinics, other healthcare professionals' attitudes, and waiting time for services; the least prioritized ranks were the effects of medications and the consultation and education provided by healthcare professions excluded physicians. Significant determinants of satisfaction level from personal characteristics were period of tobacco use (F = 11.35**), amount of daily cigarette use (F = 3.23**), nicotine dependency (F = 7.36**), age (F = 14.79**), and educational levels (F = 8.73**). As for facility variables, the significant determinants were visitation frequency (t = -7.07**), prescription duration (t = -11.16**), and telephone greetings from the facility (t= -15.92**). Conclusions: This satisfactory cessation program contained convenient transportation, short waiting service time, and the caring attitudes of healthcare professionals attracted smokers using the service. The facilities that follow up on users' needs regularly and considerately strengthen the will and behavior for tobacco-cessation. Improving the competency of healthcare professionals in providing consultation is necessary for cessation program success.

Learning Areas:
Assessment of individual and community needs for health education
Conduct evaluation related to programs, research, and other areas of practice
Implementation of health education strategies, interventions and programs
Public health or related public policy

Learning Objectives:
1. To analyze the tobacco-cessation program user satisfaction levels 2. To identify the determinants for satisfaction of tobacco-cessation program from the client perception.

Keywords: Community-Based Health Care, Tobacco

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have been the principal or co-principal of multiple health department of government funded grants focusing on the health promotion, chronic disease prevention and tobacco control and cessation service. Among my scientific interests has been the development of strategies for preventing chronic disease and improving disease process, community health care system and health policy etc.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.