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- Skogevall, Sofia, et al.
(author)
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A survey of telephone nurses' experiences in their encounters with frequent callers
- 2020
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In: Journal of Advanced Nursing. - : WILEY. - 0309-2402 .- 1365-2648. ; 76:4, s. 1019-1026
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Journal article (peer-reviewed)abstract
- Aim The aim of this study was to describe telephone nurses' experiences of their encounters with frequent callers to Swedish Healthcare Direct. Design A descriptive inductive design with qualitative approach. Methods Data collection was performed during the period of September 2017 - June 2018. A total of 199 telephone nurses working at 10 Swedish Healthcare Direct sites with different geographical locations in Sweden answered a survey containing seven open-ended questions. Data analysis was performed during the period of September 2018 - June 2019. The answers were analysed using content analysis. Results The telephone nurses perceived that the encounters with frequent callers were sometimes frustrating as they felt unable to help. According to the telephone nurses, the frequent callers called about the same issues several times and the calls were often about loneliness and psychiatric problems. The telephone nurses were worried about missing something urgent; one of the aspects leading to this was the perception of knowing the caller. They expressed a wish to know more about frequent callers and strategies for helping them. A common care plan for frequent callers' calls was suggested. Conclusion Telephone nurses often found it difficult to handle calls from frequent callers. However, they had a will to care for frequent callers and to learn more about them. Therefore, a common strategy, education and training for telephone nurses in answering calls from frequent callers could be beneficial for both callers and telephone nurses. Impact statement This study offers insights to researchers, telephone nurses and managers of telephone nursing, regarding telephone nurses' experiences in handling frequent caller calls. These findings can offer direction for the content of a possible intervention.
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| 2. |
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| 3. |
- Skogevall, Sofia, et al.
(author)
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One for all or all for one? An integrative review of research on frequent callers
- 2022
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In: PEC Innovation. - : Elsevier. - 2772-6282. ; 1
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Journal article (peer-reviewed)abstract
- Objective: Telephone health services is an increasing and integral part of health care in several countries. Callers who call repeatedly, in the current study “frequent callers” are present in all kinds of healthcare services, often constitute a considerable proportion of the total amount of calls and are complicated to help. The aim was to provide a comprehensive overview of research on frequent callers at a variety of telephone health services.Methods: An integrative literature review. Literature was searched for the period 2011–2020 in CINAHL Plus, MEDLINE, APA PsycArticles, APA PsycInfo, and PubMed, and resulted in the inclusion of 20 articles.Results: Studies on frequent callers (FCs) were found in the context of emergency medical services, telephone helplines, primary healthcare, and specialist medicine clinics. Frequent calling was associated with psychiatric comorbidity, and the reasons for calling were often multifaceted.Conclusion: The strategies suggested for handling calls involved an individual approach, which could be enabled through multidisciplinary work.Innovation: The main findings indicate a need for a systematic approach and guidelines to enable optimal help for FCs. Cooperation among healthcare instances seems to contribute to a more individual care for FCs.
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| 5. |
- Skogevall, Sofia, et al.
(author)
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Telephone nurses' perceived stress, self-efficacy and empathy in their work with frequent callers
- 2022
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In: Nursing Open. - : John Wiley & Sons. - 2054-1058. ; 9:2, s. 1394-1401
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Journal article (peer-reviewed)abstract
- Aim: To examine telephone nurses' perceived stress, self-efficacy and empathy in their work with answering calls from frequent callers.Design: The study is a quantitative questionnaire survey study with a comparative design.Methods: Telephone nurses (N = 199) answered a survey containing three instruments: Perceived Stress Scale, General Self-Efficacy Scale and Jefferson's Scale of Empathy. Correlation analysis, multiple regression analysis and analysis of variance were performed to test the research questions.Results: Significant negative correlations were found between stress involving calls from FCs and self-efficacy (r = −.238), and significant negative correlations between stress involving calls from frequent callers and empathy (r = −.185). It was further revealed that telephone nurses who had worked less than 30 years scored higher on Jefferson's Scale of empathy than those who had worked more than 30 years, F(1, 183) = 4.98, η2 = 0.027.
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| 6. |
- Skogevall, Sofia, 1979-
(author)
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Telephone nurses’ work with persons calling healthcare services frequently
- 2023
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Doctoral thesis (other academic/artistic)abstract
- Telephone nursing constitutes a significant part of total healthcare and is increasing in society. Often it entails the care-seeking person’s first contact with healthcare and can be crucial for the whole episode of healthcare for the individual person. In every telephone healthcare context, there are persons who call repeatedly, commonly referred to as frequent callers. The definition of the term frequent caller however varies across studies. The frequent calling can affect the telephone nurses working environment and thereby the healthcare for frequent callers and other callers as well. It is a challenge for the healthcare system and telephone nurses to help these callers in an already stressful call-center environment with high time-pressure and limited time for each call. There is limited research on frequent callers, and the existing research has been conducted in different healthcare contexts. Frequent callers seem to be a vulnerable group with a larger need to call healthcare services. Therefore, the overall aim of this thesis is to describe telephone nurses work with frequent callers to telephone nursing services and how frequent callers can be helped. To gather and integrate the existing research an integrative review was conducted on frequent callers in different healthcare contexts, Study I. The results showed that frequent callers are a heterogeneous group with complex healthcare needs and mental ill-health. The suggestions for helping frequent callers were individual strategies and cooperation among health services.To investigate how telephone nurses perceive to handle frequent caller calls, in Study II a survey was conducted at Sweden’s national telephone nursing service, 1177. The survey was answered by 199 telephone nurses at 11 sites. The answers were analyzed with content analysis and summative analysis. The results showed that telephone nurses sometimes feel hopelessness in helping frequent callers. They were also afraid of missing something urgent in the calls with frequent callers. Suggestions for handling frequent caller calls was a common strategy at the workplace and to truly listen to frequent callers when they call. Further, to find out about parameters considered relevant for telephone nurses working environment in the task of answering frequent caller calls, three parameters were added to the survey: stress, self-efficacy, and empathy. The answers were analyzed statistically with correlation analysis, analysis of variance, and multiple regression analysis. The results revealed that telephone nurses who were already stressed perceived higher levels of stress in relation to frequent caller calls. Self-efficacy worked as a significant mediator for the other parameters and was correlated with lower stress and higher empathy. Telephone nurses who had worked for more than 30 years had lower empathy that those who had worked shorter than 30 years. There have been few interventions conducted of frequent callers and therefore in Study IV a case study was performed where an intervention project with frequent callers at an emergency medical dispatch center was followed and analyzed. The project nurse gathered data from the frequent callers’ medical records. To describe the intervention that aimed to optimize healthcare for frequent callers from a person-centered perspective, an interview was carried out with the project nurse and one caller from the project. The results showed that the most common cause for calling was anxiety. The frequent callers had overall tough life-situations. When individual nurse strategies were realized in the project, most of the callers stopped calling or the calls decreased.Conclusions are that to help frequent callers it is suggested to work person-centered and individualize the healthcare nurse strategies. Cooperation within the current healthcare service as well as with other healthcare services is crucial.
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| 7. |
- Summer Meranius, Martina, 1971-, et al.
(author)
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Paradoxes of person‐centred care : A discussion paper
- 2020
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In: Nursing Open. - : Wiley. - 2054-1058. ; 7:5, s. 1321-1329
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Research review (peer-reviewed)abstract
- AIM: Previous research has mainly focused on the advantages of PCC and less on its disadvantages. Hence, there is a need to further explore the recent research regard-ing PCC from both sides. Therefore, the aim of this paper is to elucidate the advan-tages and disadvantages of PCC.DESIGN: Discussion paper.METHODS: We searched relevant literature published January 2000–March 2018 in PubMed, Medline, CHINAL, Scopus and Web of Science.RESULTS: The results showed that PCC can contribute to improved health and well-being, improved mutual interaction in relationships, improved cost-effectiveness and im-proved work environment, while the disadvantages can involve increased personal and financial costs, exclusion of certain groups, increased personal and financial costs, exclu-sion of staff's personhood and unfairness due to empathy. An analysis of the existing literature on PCC showed paradoxes, which call for further investigation.
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