Telephone nurses' communication and response to callers' concern: a mixed methods study

Ernesäter, AnnicaUppsala universitet,Högskolan i Gävle,Medicin- och vårdvetenskap,Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden,Högskolan i Gävle, Sweden,Hälso- och sjukvårdsforskning,University of Gavle, Faculty of Health and Occupational Studies, Gävle and Uppsala University, Dept of Public Health and Caring Sciences, Sweden (author)

Telephone nurses' communication and response to callers' concern : a mixed methods study

Funding agencies: Swedish Research Council [522-2005-7461]; AFA insurance; Faculty of Medicine, Uppsala University; Faculty of Health and Occupational Studies, University of Gavle, Sweden
AimsTo describe telephone nurses’ and callers’ communication, investigate relationships within the dyad and explore telephone nurses’ direct response to callers’ expressions of concernBackgroundTelephone nurses assessing callers’ need of care is a rapidly growing service. Callers with expectations regarding level of care are challenging.MethodRIAS-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.ResultsTelephone nurses mainly ask close-ended questions, whilst open-ended questions are sparsely used. Relationships between callers’ expressions of Concern and telephone nurses responding with Disapprovalwere found. Telephone nurses mainly responded to concern with close-ended medical questions whilst exploration of callers’ reason for concern was sparse.ConclusionTelephone 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.

Engström, MariaUppsala universitet,Högskolan i Gävle,Medicin- och vårdvetenskap,Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden,Högskolan i Gävle, Sweden,Vårdvetenskap,University of Gavle, Faculty of Health and Occupational Studies, Gävle and Uppsala University, Dept of Public Health and Caring Sciences, Sweden(Swepub:uu)maren144 (author)
Winblad, UlrikaUppsala universitet,Hälso- och sjukvårdsforskning,Uppsala University, Department of Public Health and Caring Sciences, Health Services Research, Sweden(Swepub:uu)ulrikaws (author)
Rahmqvist, MikaelLinköpings universitet,Avdelningen för hälso- och sjukvårdsanalys,Medicinska fakulteten(Swepub:liu)mikra78 (author)
Holmström, Inger K.,1960-Uppsala universitet,Mälardalens högskola,Hälsa och välfärd,Department of Public Health and Caring Sciences, Uppsala University, Uppsala, Sweden; School of Health, Care and Social Welfare, Mälardalen University, Västerås, Sweden,Personcentrerad vård och kommunikation,Hälso- och sjukvårdsforskning,Uppsala University, Department of Public Health and Caring Sciences, Health Services Research and Mälardalen University School of Health, Care and Social Welfare, Sweden(Swepub:uu)ingeholm (author)
Högskolan i GävleMedicin- och vårdvetenskap (creator_code:org_t)

By the author/editor: Ernesäter, Annic ...; Engström, Maria; Winblad, Ulrika; Rahmqvist, Mikae ...; Holmström, Inger ...

About the subject

MEDICAL AND HEALTH SCIENCES: MEDICAL AND HEAL ...; and Health Sciences; and Nursing

MEDICAL AND HEALTH SCIENCES: MEDICAL AND HEAL ...; and Health Sciences; and Health Care Serv ...

By the university: University of Gävle; Mälardalen University; Uppsala University; Linköping University

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