hig.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
The bidirectional mistrust - callers’ online discussions about their experiences of using the national telephone advice service
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences, Caring science. (KAOS)ORCID iD: 0000-0001-9513-3102
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences, Caring science.ORCID iD: 0000-0002-2610-8998
2018 (English)In: Internet Research, ISSN 1066-2243, Vol. 28, no 5, p. 1336-1350Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to explore and describe online communication about the experiencesand attitudes toward Swedish Healthcare Direct, a national telephone advice nursing (TAN) service.

Design/methodology/approach – A descriptive research design was adopted using a six-step netnographicmethod. Three Swedish forums were purposefully selected and data from the virtual discussions were collected.

Findings – Three themes emerged: expectancy and performativity of the nurses, absurdity in accessibilityand the scrutinizing game. The most prominent finding was the scrutinizing game, which included aspects ofbidirectional mistrust from both nurses and callers. Another salient finding was the attitudes that callers heldtoward nurses who used a technique interpreted as “passing the buck.”

Research limitations/implications – The use of a nethnographic method is novel in this area of research.Consequently, the body of knowledge has regarding telephone advise nursing service has significantly beenbroadened. A limitation in this study is that demographic data for the posters are not available.

Practical implications – Bidirectional distrust is an important issue that must be acknowledged by TANservices, since it might damage the service on a fundamental level. Healthcare providers, politicians, andresearchers should account for the power and availability of virtual discussions when seeking consumers’opinions and evaluating the quality of the care provided.

Originality/value – This analysis of the ongoing discussions that take place on the internet provides insightinto callers’ perceptions of a national TAN service. The bidirectional mistrust found from both the nurses andthe callers might be a threat to callers’ compliance with the advice given and their care-seeking behavior.

Place, publisher, year, edition, pages
2018. Vol. 28, no 5, p. 1336-1350
Keywords [en]
Nursing, Antagonistic effects, Distrust, Cyber nursing, Internet forums, consumer attitudes
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-24102DOI: 10.1108/IntR-11-2016-0330ISI: 000446476500010Scopus ID: 2-s2.0-85054127428OAI: oai:DiVA.org:hig-24102DiVA, id: diva2:1107203
Available from: 2017-06-09 Created: 2017-06-09 Last updated: 2018-11-23Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Björkman, AnnicaSalzmann-Erikson, Martin

Search in DiVA

By author/editor
Björkman, AnnicaSalzmann-Erikson, Martin
By organisation
Caring science
In the same journal
Internet Research
Nursing

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 262 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf