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Distriktssköterskors och sjuksköterskors reflektioner av arbete med telefonrådgivning i primärvården: En intervjustudie
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences.
2018 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syfte: Syftet med studien var att beskriva distriktssköterskors och sjuksköterskors reflektioner av arbete med telefonrådgivning i primärvården. Bakgrund: Telefonrådgivning utgör idag en stor del av sjuksköterskors arbete i primärvården. Det klassiska patientbesöket har till viss del ersatts av telefonrådgivning, där sjuksköterskor förväntas ha bred medicinsk-och omsorgskunskap, samt pedagogiskt kunnande. Arbete i telefonrådgivning kan vara komplicerat, utmanande och stimulerande. Metod: Studien använde en kvalitativ ansats med deskriptiv design. Nio telefonsjuksköterskor från primärvården deltog i studien, och intervjuades januari-maj 2017. Resultat: I föreliggande studie visade resultatet att telefonrådgivning upplevdes som påfrestande, kravfyllt, komplext med begränsad kontrollmöjlighet. Tidspress i arbetet, resursbrist i vården, orolig arbetsmiljö upplevdes som påfrestande omständigheter som kunde leda till stress. Telefonrådgivning beskrevs även som roligt, omväxlande, tillfredställande och utvecklande där problemlösning var ett framträdande inslag. Bra samtal med patienter, samt stöd i arbetet beskrevs som viktiga faktorer. Slutsats: Sjuksköterskorna i studien upplevde att arbetet i telefonrådgivning var komplext med höga krav och påfrestningar. Dock även ett roligt, omväxlande och tillfredställande arbete. Fortlöpande utbildning och något minskade krav kan leda till en förbättrad arbetssituation, där risken för ohälsa hos sjuksköterskorna kan minska och patientsäkerheten kan stärkas.

Abstract [en]

Aim: The aim of the study was to describe the district nurse's and nurse's reflections on work in telephonenursing in primary care. Background: Telephonenursing today represents a major part of nurses' work in primary care. The classical patient visit has in part been replaced by telephonenursing, where nurses are expected to have broad medical and social skills, as well as educational skills. Working in telephonenursing can be complicated, challenging and stimulating. Method: The study used a qualitative approach with descriptive design. Nine telephone nurses from primary care participated in the study and were interviewed January-May 2017. Result: The results in this study showed that telephonenursing was experienced as stressful, demanding and complex with limited control capabilities. Timepressure at work, resource shortage in health care and disturbed work environment felt as strenuous circumstances that could lead to stress. Telephonenursing was also described as fun, varied, satisfying, evolving and problem solving was a prominent feature. Good conversations with patients, as well as support at work were described as important factors. Conclusion: The nurses in this study experienced that work in telephonenursing was complexed with high demands and strains. However, it was also a fun, varied and satisfying work. Continuous education and slightly reduced demands can lead to an improved work situation, where the risk of impaired health for nurses can be reduced and patient safety can be strengthened.

Place, publisher, year, edition, pages
2018. , p. 30
Keywords [en]
coping, district nurse, primary care, telephone nurse.
Keywords [sv]
coping, distriktssköterska, primärvård, telefonsjuksköterska.
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-28735OAI: oai:DiVA.org:hig-28735DiVA, id: diva2:1267299
Subject / course
Nursing
Educational program
Specialist nursing – master’s programme (one year)
Supervisors
Examiners
Available from: 2018-12-18 Created: 2018-12-01 Last updated: 2018-12-18Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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  • sv-SE
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  • Other locale
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Output format
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