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Expert in nursing care but sometimes disrespected-Telenurses' reflections on their work environment and nursing care
Department of Neurobiology, Care Sciences and Society, Karolinska Institutet, Stockholm, Sweden.
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, Sweden.ORCID iD: 0000-0001-9513-3102
2018 (English)In: Journal of Clinical Nursing, ISSN 0962-1067, E-ISSN 1365-2702, Vol. 27, no 21/22, p. 4203-4211Article in journal (Refereed) Published
Abstract [en]

AIMS AND OBJECTIVES: To describe telenurses' reflections on their work environment and how it impacts on their nursing care.

BACKGROUND: Telenursing is one of the largest healthcare settings in Sweden today; approximately 5.5 million care-seekers call the designated number-1177-each year. Telenursing is regarded as highly qualified nursing care, and providing care over the telephone is considered a complex form of nursing. Within other fields of nursing, the work environment has been shown to affect the outcome of care, patient safety, nurse job satisfaction and burnout.

DESIGN: The study used a descriptive design and followed the COREQ checklist.

METHODS: Twenty-four interviews were performed and analysed using qualitative content analysis.

RESULTS: The main theme concerned "feeling like a nursing care expert but sometimes being disrespected." The telenurses reported that their work environment supported their work as nursing care experts via the telephone in some respects, but also hindered them. Appreciation and respect they received from the vast majority of callers positively impacted the work environment and contributed to work satisfaction. However, they also felt disrespected by both their employers and healthcare staff; they sometimes felt like a dumping ground. Receiving support from colleagues seemed invaluable in helping them feel like and be a nursing care expert.

CONCLUSION: Work was perceived as cognitively demanding and sometimes exhausting, but appreciation from care-seekers and the feeling of being able to provide qualified nursing care made working as a telenurse worthwhile.

RELEVANCE TO CLINICAL PRACTICE: If telenurses are to perform good nursing care over the telephone, managers must provide them with resources, for example, support, education and opportunities for recovery during shifts. It seems that the role of the 1177 service has not been properly implemented and accepted within the healthcare system, and politicians need to anchor its mission within the healthcare organisation.

Place, publisher, year, edition, pages
2018. Vol. 27, no 21/22, p. 4203-4211
Keywords [en]
ambulatory care nursing, nursing care, telenurses, telephone advice nursing, work environment
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-27833DOI: 10.1111/jocn.14622ISI: 000446561500037PubMedID: 29989235Scopus ID: 2-s2.0-85051214070OAI: oai:DiVA.org:hig-27833DiVA, id: diva2:1245198
Available from: 2018-09-04 Created: 2018-09-04 Last updated: 2019-01-07Bibliographically approved

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Björkman, Annica

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