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Interaction between telenurses and callers - A deductive analysis of content and timing in telephone nursing calls
Linköpings universitet, Institutionen för hälsa, medicin och vård, Avdelningen för omvårdnad och reproduktiv hälsa. Linköpings universitet, Medicinska fakulteten.
Linköpings universitet, Institutionen för hälsa, medicin och vård, Avdelningen för omvårdnad och reproduktiv hälsa. Linköpings universitet, Medicinska fakulteten. Region Östergötland, Centrum för kirurgi, ortopedi och cancervård, Centrumledning CKOC.ORCID-id: 0000-0002-9786-7326
Reg Kalmar Cty, Sweden; Linnaeus Univ, Sweden.
Linköpings universitet, Institutionen för hälsa, medicin och vård, Avdelningen för omvårdnad och reproduktiv hälsa. Linköpings universitet, Medicinska fakulteten. Region Östergötland, Primärvårdscentrum, 1177 Vårdguiden.
2024 (Engelska)Ingår i: Patient Education and Counseling, ISSN 0738-3991, E-ISSN 1873-5134, Vol. 123, artikel-id 108178Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

Objectives: To explore the content and timing of verbal interaction between telephone nurses and callers, and to suggest areas for improvement. Methods: Transcribed telephone conversations (n = 30) to a national nurse-led advisory service were analyzed using deductive content analysis. Categorization of data was based on components of interaction in the Interaction Model of Client Heath Behavior (IMCHB): health information, affective support, decisional control, and professional-technical competencies. The content was described both quantitatively, based on word count, and qualitatively, using descriptions and exemplars. Transcripts were also coded according to five phases in the conversation process: opening, listening, analyzing, motivating, and ending. The distribution of interaction components among phases was explored. Results: Interaction primarily focused on health information, particularly during the listening and analyzing phases. Telenurses based their advice on medical facts and guided callers through the conversation process. Callers' emotions and reflections on advice were rarely discussed. Conclusions: Health information dominate conversations. Interaction can be further developed, particularly with respect to acknowledging callers' emotional responses, their reactions to advice, and ensuring clarity in exchange of health information. Practice implications: Findings offer valuable guidance for future development of interaction in telenursing.

Ort, förlag, år, upplaga, sidor
ELSEVIER IRELAND LTD , 2024. Vol. 123, artikel-id 108178
Nyckelord [en]
Telenursing; Telehealth; Interaction; Communication; Interaction Model of Client Health Behavior; Observational study; Deductive approach
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URN: urn:nbn:se:liu:diva-202336DOI: 10.1016/j.pec.2024.108178ISI: 001188845000001PubMedID: 38387390OAI: oai:DiVA.org:liu-202336DiVA, id: diva2:1850925
Anmärkning

Funding Agencies|Ostergotland County Council in Sweden [LiO-938203]; Medical Research Council of Southeast Sweden [FORSS 2022-968458]; Linkoping University in Sweden.

Tillgänglig från: 2024-04-11 Skapad: 2024-04-11 Senast uppdaterad: 2024-04-11

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Mattisson, MarieBörjeson, SussanneLindberg, Malou
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Avdelningen för omvårdnad och reproduktiv hälsaMedicinska fakultetenCentrumledning CKOC1177 Vårdguiden
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