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

Direct link
Triage and patient satisfaction among callers in Swedish computer-supported telephone advice nursing
Linköping University, Department of Medical and Health Sciences, Health Technology Assessment and Health Economics. Linköping University, Faculty of Health Sciences.
Uppsala University.
Uppsala University.
2011 (English)In: Journal of Telemedicine and Telecare, ISSN 1357-633X, Vol. 17, no 7, 397-402 p.Article in journal (Refereed) Published
Abstract [en]

We investigated satisfaction with a Swedish telenursing service and the health-care-seeking behaviour among callers who received a less urgent level of health care than they expected. A postal questionnaire was sent to a random selection of callers (n = 273) to Swedish Healthcare Direct in October 2008. The cases were 18 callers where the telenurse recommended a lower level of health care than the caller expected and who were not in complete agreement with the nurse. The controls were 22 callers who either received a lower recommendation, or were in disagreement with the recommendation. There were no differences between cases, controls and other callers regarding background factors or the telenurse classification of emergency. However, both cases and controls considered their need for health care as more urgent than the other callers. An independent test of the nurses reception, ability to listen and to take notice of the callers health problem, showed that nurses who had served cases, had received a significantly lower rating than other nurses. For nurses who had served controls, there was no such difference in rating. Cases and controls had fewer subsequent care visits than other callers, in the three days following the call, although the proportion of emergency visits was higher among cases and controls compared to other callers. If the caller and the nurse disagree about the nurses recommendations, the consequence can be a dissatisfied caller and more visits to unnecessary high levels of health care. Further training of the nurses may improve the telenurse service.

Place, publisher, year, edition, pages
Royal Society of Medicine Press , 2011. Vol. 17, no 7, 397-402 p.
National Category
Medical and Health Sciences
URN: urn:nbn:se:liu:diva-72151DOI: 10.1258/jtt.2011.110213ISI: 000296483200011OAI: diva2:457492
Funding Agencies|Swedish Research Council (Vetenskapsradet)||Faculty of Medicine, Uppsala University||County Council of Ostergotland||Available from: 2011-11-18 Created: 2011-11-18 Last updated: 2012-10-25

Open Access in DiVA

fulltext(171 kB)339 downloads
File information
File name FULLTEXT01.pdfFile size 171 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Search in DiVA

By author/editor
Rahmqvist, Mikael
By organisation
Health Technology Assessment and Health EconomicsFaculty of Health Sciences
In the same journal
Journal of Telemedicine and Telecare
Medical and Health Sciences

Search outside of DiVA

GoogleGoogle Scholar
Total: 339 downloads
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: 142 hits
ReferencesLink to record
Permanent link

Direct link