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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
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences, Caring science. 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 (English)In: Nursing and Health Sciences, ISSN 1441-0745, E-ISSN 1442-2018Article in journal (Refereed) Epub ahead of print
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.

Place, publisher, year, edition, pages
2017.
Keyword [en]
literature review, Sweden nursing, telephone communication, telephone nursing
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-23785DOI: 10.1111/nhs.12349PubMedID: 28618087Scopus ID: 2-s2.0-85020716526OAI: oai:DiVA.org:hig-23785DiVA: diva2:1083322
Available from: 2017-03-21 Created: 2017-03-21 Last updated: 2017-07-03Bibliographically approved

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Kaminsky, ElenorRöing, MartaBjörkman, AnnicaHolmström, Inger K.
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CiteExportLink to record
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Citation style
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