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Computerized decision support systems in telenursing: how it is perceived by telenurses
University of Gävle, Department of Caring Sciences and Sociology, Ämnesavdelningen för vårdvetenskap. (Hälso-och sjukvårdsforskning)ORCID iD: 0000-0001-9513-3102
Folkhälso- och vårdvetenskap Uppsala Universitet. (Hälso- och sjukvårdsforskning)
University of Gävle, Department of Caring Sciences and Sociology, Ämnesavdelningen för vårdvetenskap.ORCID iD: 0000-0002-9912-5350
2009 (English)In: Med-e-Tel 2009: proceedings, 2009, 409-410 p.Conference paper, Published paper (Refereed)
Abstract [en]

Telephone advice nursing (telenursing) is an expanding service in many Western countries and in recent year’s centralization of telenursing services has occurred in some countries. Telenursing is a complex and knowledge intensive health service were registered nurses (RN’s) individually triage callers need for further care, give self care advice or refer the caller to appropriate care giver. These telenurses have numerous patient encounters every day, regarding all ages of callers and questions presented to the telenurses addresses a broad variation of medical conditions.  

Telenursing has shown to be appreciated by the population as well as cost efficient.

 In an attempt to ensure quality and safety within telenursing the use of computerized decision support systems (CDSS) increased since CDSS enables uniformity and consistency of advices given to callers.   

Traditionally, telenurses have relied on clinical knowledge, collegial support and books when triaging callers and few studies describe how telenurses perceive CDSS in their daily work.

Eight telenurses from three different telephone advice call centres, all using CDSS took part in semi-structured interviews in 2006. Data were analysed using qualitative content analysis.

The aim of the study was to describe telenurses experiences of working with CDSS. Telenurses described that the CDSS had both positive and negative influences of their work. They described that the CDSS simplified their work, complemented their knowledge and gave them a sense of security. They also described how the CDSS contributed to quality improvement of telenursing. The negative aspects of the CDSS were described as being inhibited by the system. Telenurses described how they perceived the system as partly incomplete and controlling and that they sometimes disagreed with the measures presented by the system.

These advantages and disadvantages perceived within the system can be connected to the concepts of usability: user-worthiness and user-friendliness. Software should be easy to learn, contain few errors and be easy to orient in, to enhance usability. Hence usability could be further improved in the present system.

There might be a risk that the CDSS will mechanize and undermine the communication between callers and telenurses. It is important, in order to increase the telenurses’ professional competence and the feeling of tele-presence that callers not only are given a correct estimation of their conditions but also a sense of security and confirmation. Otherwise callers may seek emergency care solely because of insecurity and anxiety.

Place, publisher, year, edition, pages
2009. 409-410 p.
Keyword [en]
Telenurses, Experiences, Computerized decision support, Qualitative research
National Category
Public Health, Global Health, Social Medicine and Epidemiology
Identifiers
URN: urn:nbn:se:hig:diva-5084OAI: oai:DiVA.org:hig-5084DiVA: diva2:232499
Available from: 2009-10-16 Created: 2009-08-24 Last updated: 2017-01-02Bibliographically approved

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