Detrás de los auriculares: precisión predictiva de las medidas de resultados informadas por el paciente para los síntomas de voz en call centers

Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers

Publicado 2024-01-29

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Vol. 6 Núm. 1 (2024)
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Artículos de investigación
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Detrás de los auriculares: precisión predictiva de las medidas de resultados informadas por el paciente para los síntomas de voz en call centers. Rev. Investig. Innov. Cienc. Salud [Internet]. 2024 Jan. 29 [cited 2024 Dec. 22];6(1):44-72. Available from: https://riics.info/index.php/RCMC/article/view/240
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https://doi.org/10.46634/riics.240
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Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.

Adrián Castillo-Allendes
Department of Communicative Sciences and Disorders; Michigan State University; East Lansing; Michigan; United States. / Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United States
    https://orcid.org/0000-0002-9511-6203
    Lady Catherine Cantor-Cutiva
    Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United Sta
      https://orcid.org/0000-0002-4530-4345
      Eduardo Fuentes-López
      Department of Health Sciences; School of Medicine; Pontificia Universidad Católica de Chile; Santiago; Chile
        https://orcid.org/0000-0002-0141-0226
        Eric J. Hunter
        Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United States
          https://orcid.org/0000-0001-5571-464X
          Mostrar biografía de los autores

          Objetivo. Este estudio examina los factores que predicen los síntomas de voz en los trabajadores de call centers.

          Métodos. Se utilizan análisis multivariados y modelos predictivos para evaluar factores personales, laborales, acústicos y de comportamiento. Se emplean Modelos Lineales Generalizados (GLM) y curvas ROC.

          Resultados. La edad y los patrones de sueño afectaron la calidad vocal y el esfuerzo, mientras que los factores laborales influyeron en la percepción de síntomas. Los comportamientos vocales no saludables se relacionaron con voz tensa y mayor esfuerzo, mientras que la hidratación fue protectora. Los parámetros acústicos de voz mostraron potencial diagnóstico respaldado por datos de ROC. Los hallazgos subrayan complejidad de síntomas vocales en profesionales de centros de llamadas, requiriendo una evaluación integral.

          Limitaciones. Este estudio reconoce sus limitaciones, que incluyen una muestra de conveniencia de tamaño moderado y la dependencia de medidas PROMs. Futuras investigaciones deberían incorporar medidas objetivas, además de los autorreportes y análisis acústico.

          Importancia. Esta investigación aporta nuevos conocimientos sobre factores personales, laborales y síntomas de voz en trabajadores de call centers. El modelado predictivo mejora la evaluación de riesgos y la comprensión de la susceptibilidad individual a trastornos de la voz.

          Conclusión. Los resultados muestran asociaciones entre diversos factores y los síntomas vocales reportados. Los factores de protección incluyen dormir más de seis horas y una hidratación constante; los factores de riesgo incluyen las condiciones de trabajo, como la ubicación y comportamientos como fumar. Los modelos de diagnóstico indican una buena precisión para algunas PROMs de síntomas de la voz, lo que subraya la necesidad de modelos integrales que tengan en cuenta los factores laborales, los comportamientos vocales y los parámetros acústicos para comprender la complejidad de los problemas de la voz.

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