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Bases for assessments made by telephone advice nurses
Institutionen för omvårdnad Karolinska institutet.
Linköping University, Faculty of Health Sciences. Linköping University, Department of Welfare and Care (IVV).ORCID iD: 0000-0002-1443-5895
Institutionen för omvårdnad Karolinska institutet.
2005 (English)In: Journal of Telemedicine and Telecare, ISSN 1357-633X, Vol. 11, no 8, 403-407 p.Article in journal (Refereed) Published
Abstract [en]

Telephone advice nursing includes triage, advice, referral, information and coordination. The aim of the study was to explore what telephone nurses base their assessments on. We conducted 14 interviews with seven telephone nurses at a health-care call centre in Sweden. Two authentic calls per nurse were used in stimulated recall interviews, where the nurses commented on the basis for their assessments. A qualitative manifest content analysis was employed. Three major categories emerged in the analysis: care-seeker, e.g. 'symptomatic sounds', nurse, e.g. 'nurse's own experience', and organization, e.g. 'health-care accessibility'. The findings show that the telephone advice nurses' bases for assessments appear to be very broad. They include both verbally and non-verbally communicated information, and care-seeker-, nurse- and certain organization-related factors influence the assessments. We found that an individualistic view of the care-seeker seems to dominate the assessments in non-urgent calls to a health-care call centre.

Place, publisher, year, edition, pages
2005. Vol. 11, no 8, 403-407 p.
Keyword [en]
health-care, call centre, advice, care-seeker, nursing
National Category
Medical and Health Sciences
URN: urn:nbn:se:liu:diva-30891Local ID: 16554OAI: diva2:251714
Available from: 2009-10-09 Created: 2009-10-09 Last updated: 2015-01-19

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Cedersund, Elisabet
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ReferencesLink to record
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