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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 1066-2243Article in journal (Refereed) Epub ahead of print
Abstract [en]

Purpose: To explore and describe online communication about the experiences and attitudes towards Swedish Healthcare Direct, a national telephone advice nursing service. internet-based forum.

Design/methodology/approach: A descriptive research design was adopted using a six-step nethnographic method. 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 accessibility, and the scrutinizing game. The most prominent finding was the scrutinizing game, which included aspects of a bidirectional mistrust from both nurses and callers. Another salient finding was the attitudes that callers held toward 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 been broadened. 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 telephone advice nursing services since it might damage the service on a fundamental level. Healthcare providers, politicians, and researchers 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 insight into callers’ perceptions of a national telephone advice nursing service. The bidirectional mistrust found from both the nurses and the callers might be a threat to callers’ compliance with the advice given and their care-seeking behavior.

Place, publisher, year, edition, pages
2018.
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-11-2016-0330OAI: oai:DiVA.org:hig-24102DiVA, id: diva2:1107203
Note

This is a pre-print of a paper and is subject to change before publishing.

Available from: 2017-06-09 Created: 2017-06-09 Last updated: 2018-09-06Bibliographically approved

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Björkman, AnnicaSalzmann-Erikson, Martin

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