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Telephone nurses' communication and response to callers' concern: a mixed methods study
Högskolan i Gävle, Akademin för hälsa och arbetsliv, Avdelningen för hälso- och vårdvetenskap, Medicin- och vårdvetenskap. Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.ORCID-id: 0000-0001-9513-3102
Högskolan i Gävle, Akademin för hälsa och arbetsliv, Avdelningen för hälso- och vårdvetenskap, Medicin- och vårdvetenskap. Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.ORCID-id: 0000-0002-9912-5350
Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.
Department of Medical and Health Sciences, Linköping University, Linköping, Sweden.
Vise andre og tillknytning
2016 (engelsk)Inngår i: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, Vol. 29, s. 116-121Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Aims

To describe telephone nurses’ and callers’ communication, investigate relationships within the dyad and explore telephone nurses’ direct response to callers’ expressions of concern

Background

Telephone nurses assessing callers’ need of care is a rapidly growing service. Callers with expectations regarding level of care are challenging.

Method

RIAS-and content analysis was performed on a criterion sampling of calls (n=25) made by callers who received a recommendation from telephone nurses of a lower level of care than expected.

Results

Telephone nurses mainly ask close-ended questions, whilst open-ended questions are sparsely used. Relationships between callers’ expressions of Concern and telephone nurses responding with Disapprovalwere found. Telephone nurses mainly responded to concern with close-ended medical questions whilst exploration of callers’ reason for concern was sparse.

Conclusion

Telephone nurses’ reluctance to use open-ended questions and to follow up on callers’ understanding might be a threat to concordance, and a potential threat to patient safety.

sted, utgiver, år, opplag, sider
2016. Vol. 29, s. 116-121
Emneord [en]
Telephone advice nursing, Communication, RIAS, triage, Sweden
HSV kategori
Identifikatorer
URN: urn:nbn:se:hig:diva-20603DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022PubMedID: 26856500Scopus ID: 2-s2.0-84963576509OAI: oai:DiVA.org:hig-20603DiVA, id: diva2:871886
Prosjekter
Nationellt samordnad telefonrådgivning utifrån ett patientsäkerhetsperspektivTilgjengelig fra: 2015-11-17 Laget: 2015-11-17 Sist oppdatert: 2018-03-13bibliografisk kontrollert

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Ernesäter, AnnicaEngström, Maria

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