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Telephone nurses' communication and response to callers' concern - a mixed method study
Högskolan i Gävle, Sweden.
Högskolan i Gävle, Sweden.
Uppsala Universitet, Sweden.
Linköpings universitet, Sweden.
Vise andre og tillknytning
2016 (engelsk)Inngår i: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, ISSN 0897-1897, Vol. 29, s. 116-121Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Aims: The aim of this study was to describe telephone nurses' and callers' communication, investigate relationships within the dyad and explore telephone nurses' direct response to callers' expressions of concern 

Background: Telephone nurses assessing callers' need of care is a rapidly growing service. Callers with expectations regarding level of care are challenging. 

Method: RIAS and content analysis was performed on a criterion sampling of calls (N = 25) made by callers who received a recommendation from telephone nurses of a lower level of care than expected. 

Results: Telephone nurses mainly ask close-ended questions, while open-ended questions are sparsely used. Relationships between callers' expressions of Concern and telephone nurses responding with Disapproval were found. Telephone nurses mainly responded to concern with close-ended medical questions while exploration of callers' reason for concern was sparse.

Conclusion: Telephone nurses' reluctance to use open-ended questions and to follow up on callers' understanding might be a threat to concordance, and a potential threat to patient safety. 

sted, utgiver, år, opplag, sider
2016. Vol. 29, s. 116-121
HSV kategori
Identifikatorer
URN: urn:nbn:se:mdh:diva-29469DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022PubMedID: 26856500Scopus ID: 2-s2.0-84963576509OAI: oai:DiVA.org:mdh-29469DiVA, id: diva2:868982
Tilgjengelig fra: 2015-11-12 Laget: 2015-11-12 Sist oppdatert: 2019-06-25bibliografisk kontrollert

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Holmström, Inger K.

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