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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.
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2015 (English)In: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, ISSN 0897-1897, Vol. 29, 116-121 p.Article in journal (Refereed) 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. 

Place, publisher, year, edition, pages
2015. Vol. 29, 116-121 p.
National Category
Health Sciences
Identifiers
URN: urn:nbn:se:mdh:diva-29469DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022Scopus ID: 2-s2.0-84963576509OAI: oai:DiVA.org:mdh-29469DiVA: diva2:868982
Available from: 2015-11-12 Created: 2015-11-12 Last updated: 2016-04-28Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf