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Telephone Nursing in Sweden: a narrative literature review
Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; School of Health, Care and Social Welfare, Mälardalen University, Västerås, Sweden.ORCID-id: 0000-0002-2825-1026
Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.ORCID-id: 0000-0003-3207-9860
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.ORCID-id: 0000-0001-9513-3102
Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden.; School of Health, Care and Social Welfare, Mälardalen University, Västerås, Sweden.ORCID-id: 0000-0002-4302-5529
2017 (engelsk)Inngår i: Nursing and Health Sciences, ISSN 1441-0745, E-ISSN 1442-2018, Vol. 19, nr 3, s. 278-286Artikkel, forskningsoversikt (Fagfellevurdert) Published
Abstract [en]

elephone nursing services are expanding globally. Swedish Healthcare Direct is the largest healthcare provider in Sweden. This paper provides a comprehensive understanding of telephone nursing, as reflected by research on Swedish national telephone nursing, and discusses the findings in relation to international literature. A descriptive, mixed-studies literature review was conducted. Twenty-four articles from January 2003 to April 2015 were identified from PubMed, Scopus, and CINAHL, and included. The issues explored in this study are how telephone nursing is perceived by callers, telephone nurses, and managers, and what characterizes such calls. Callers value reassurance, support, respect and satisfaction and involvement in decisions can increase their adherence. The telephone nurses' perspective focused on problems and ethical dilemmas, communication, the decision support tool, and working tasks. The managers' perspective focused on nursing work goals and malpractice claims. Concerning call characteristics, authentic calls, incident reports, and threats to patient safety were considered. Telephone nursing seems safe, but gender can play a role in calls. Future research on caller access, equity, and efficiency, healthcare cost-effectiveness, distribution, and patient safety is needed.

sted, utgiver, år, opplag, sider
2017. Vol. 19, nr 3, s. 278-286
Emneord [en]
literature review, Sweden nursing, telephone communication, telephone nursing
HSV kategori
Identifikatorer
URN: urn:nbn:se:hig:diva-23785DOI: 10.1111/nhs.12349ISI: 000409188300002PubMedID: 28618087Scopus ID: 2-s2.0-85020716526OAI: oai:DiVA.org:hig-23785DiVA, id: diva2:1083322
Tilgjengelig fra: 2017-03-21 Laget: 2017-03-21 Sist oppdatert: 2018-03-13bibliografisk kontrollert

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Kaminsky, ElenorRöing, MartaBjörkman, AnnicaHolmström, Inger K.

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