liu.seSearch for publications in DiVA
Change search
ReferencesLink to record
Permanent link

Direct link
Telephone nurses' experience of problems with telephone advice in Sweden
Linköping University, Faculty of Health Sciences. Linköping University, Department of Welfare and Care (IVV).ORCID iD: 0000-0002-1443-5895
2003 (English)In: Journal of Clinical Nursing, ISSN 0962-1067, Vol. 12, no 1, 37-45 p.Article in journal (Refereed) Published
Abstract [en]

ò By telephoning a healthcare call centre, individuals in Sweden can consult a nurse to discuss medical problems and health care accessibility, and to receive professional information on how to find their way about the health care system. ò The aim of the study was to identify problems, difficulties and disadvantages that telephone nurses with varying degrees of experience had met during their professional careers. ò The Delphi technique was used with three sets of questionnaires. ò Twenty-five nurses with varying experience of working with telephone advice from six 24-hours call centres participated in the study. The response rate was 100%. ò An open-ended question generated 154 statements. Comments were categorized into 24 different problem categories. ò Ten problem categories were mainly related to the nurse perspective, i.e. the problems experienced were associated with the qualities of the nurse, eight principally to the patient perspective, i.e. problems associated with caller characteristics and six mostly to the organizational perspective, i.e. problems linked to the organization of the national health service. ò 'Lack of health care resources' was rated as the biggest problem, 'second-hand consultations' as the second and 'always making a decision' as the third biggest problem. ò Decision-making seems to be the core of telephone advice nursing and problems related to the nurses, patients and organization seem to influence the telephone nurses' working situation. ò Training should focus on active listening and handling social conflicts.

Place, publisher, year, edition, pages
2003. Vol. 12, no 1, 37-45 p.
National Category
Medical and Health Sciences
URN: urn:nbn:se:liu:diva-28111DOI: 10.1046/j.1365-2702.2003.00702.xLocal ID: 12918OAI: diva2:248662
Available from: 2009-10-08 Created: 2009-10-08 Last updated: 2015-01-19

Open Access in DiVA

No full text

Other links

Publisher's full text

Search in DiVA

By author/editor
Cedersund, Elisabet
By organisation
Faculty of Health SciencesDepartment of Welfare and Care (IVV)
In the same journal
Journal of Clinical Nursing
Medical and Health Sciences

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Altmetric score

Total: 34 hits
ReferencesLink to record
Permanent link

Direct link