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Att vara distriktssköterska i telefonrådgivning på hälsocentral.: Mångfasetterad erfarenhet - bästa stödet vid snabba beslut.
University of Gävle, Faculty of Health and Occupational Studies.
2010 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Telefonen har blivit ett redskap för människor som söker kontakt med hälso- och sjukvården vilket har medfört krav på ökad tillgänglighet till den telefonrådgivning som ges vid hälsocentraler. Telefonrådgivning på hälsocentral utförs av distriktssköterskor och är en svår, viktig och ansvarsfull arbetsuppgift som dessutom kräver tålamod och flexibilitet. Telefonrådgivning medför ibland svåra prioriteringar för distriktssköterskan. Arbetsuppgiften upptar mera av distriktssköterskans arbetstid än tidigare. Syftet med studien var att få kunskap om hur distriktssköterskorna upplever telefonrådgivning som arbetsuppgift och hur de upplever att dokumentera i samband med telefonrådgivning. Tio distriktssköterskor intervjuades. I resultat framkom att informanterna upplevde att arbetet i telefonrådgivning innebär att ta snabba beslut, en del beslut är svåra och vissa beslut upplevdes som obekväma. Informanterna upplevde att de alltid måste balansera olika krav. Informanterna beskrev att de känner tacksamhet för sin egen kompetens och erfarenhet som kommer väl till användning vid de ständiga prioriteringarna och den fördelning av resurser som förekommer. Informanterna beskrev flera olika känslomässiga upplevelser. Informanterna menade att tiden ofta är för begränsade för varje patientärende och finns tidsutrymme för noggrann dokumentation, känns det som en bonus.

Abstract [en]

The phone has become an important tool för people seeking contact in health services this has led to greater demands on the availability of telephone advice given at the health centers. Telephone counseling at health centers conducted by the district nurses, is a difficult, important and responsible task which requires both patience and flexibility. Telephone counseling involves sometimes difficult priorities for the district nurse. Telephone counseling has resulted in a change of district nurse tasks and occupies more of the district nurse working hour than before. The purpose of this study was to gain insight into how district nurses experience working with telephone advice and how they experience the ability to write in the patient records. Ten district nurses were interviewed for the study, all working in health center with telephone counseling and with home nursing, reception work or child health. The results found that the informants experienced that working in a telephone counseling means above all, to make quick decisions, some difficult decisions and some decisions are perceived as inconvenient. The informants experienced that they always have to balance various demands. The informants described that they feel gratitude for their own skills and their own experiences for use at all these priorities and allocation of resources at the present. The informants had various emotional experiences. The informants believed that time is often too limited for each patient case and if time is sufficient for careful documentation, it feels like a bonus.

Place, publisher, year, edition, pages
2010. , p. 29
Keywords [en]
Telephone nursing, telephone advice, record keeping, nurse experience, nurse attitudes, telenurse
Keywords [sv]
Telefonomvårdnad, telefonrådgivning, dokumentation, erfarenhet, upplevelse, rådgivningssköterska
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-7311Archive number: VKVÅRDD/2010/nr10OAI: oai:DiVA.org:hig-7311DiVA, id: diva2:337804
Presentation
(Swedish)
Uppsok
Medicine
Supervisors
Examiners
Available from: 2010-08-16 Created: 2010-08-09 Last updated: 2010-08-16Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
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  • vancouver
  • Other style
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Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf