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Improvement of communication and interpersonal competence in telenursing - development of a self-assessment tool
Linköping University, Department of Medical and Health Sciences. Region Östergötland, Local Health Care Services in West Östergötland, Research & Development Unit in Local Health Care. Linköping University, Faculty of Medicine and Health Sciences.
Linköping University, Department of Medical and Health Sciences, Division of Nursing Science. Linköping University, Faculty of Medicine and Health Sciences. Region Östergötland, Center for Surgery, Orthopaedics and Cancer Treatment, Department of Oncology.ORCID iD: 0000-0002-9786-7326
Linköping University, Department of Medical and Health Sciences. Region Östergötland, Local Health Care Services in West Östergötland, Research & Development Unit in Local Health Care. Linköping University, Faculty of Medicine and Health Sciences.
2015 (English)In: Journal of Clinical Nursing, ISSN 0962-1067, E-ISSN 1365-2702, Vol. 24, no 11-12, 1489-1501 p.Article in journal (Refereed) Published
Abstract [en]

Aims and objectivesThe aim of this study was to develop a self-assessment tool aiming to raise telenurses awareness of their communication and interpersonal competence, and highlight areas in need of improvement. BackgroundSeveral studies have revealed the need for development of communication competence in telenursing. Structured analyses of conversations with patients/callers, is one way to increase telenurses awareness of their unique communication and interpersonal competence. DesignInstrument development, Validation assessment using the method Content Validity Index. MethodThe process to determine content validity was done in two stages; the development stage and the assessment stage. The development stage started with a literature search. The assessment stage was separated into two phases, assessment by an expert group and assessment and test by telenurses. The telenurses also participated in consensus discussions. ResultsA telenursing self-assessment tool with 58 items was developed. The items were sorted into five sections according to the nursing process. ConclusionThis study describes the thorough development process of the telenursing self-assessment tool to be used by telenurses in order to become aware of their unique communication and interpersonal competence when analysing their own conversations with patients/callers. As a formative tool it is meant to provide self-direction, feedback and coaching, and create learning opportunities. Relevance to clinical practiceThe self-assessment tool helps the telenurse to follow the nursing process, to be patient-centred, and it is meant to provide self-direction, feedback, and coaching, as well as create learning opportunities. The tool can contribute to the development of communication and interpersonal competence in telephone advice nursing. Further development of the tool may provide an objective scoring instrument for evaluating communication training and education in the field.

Place, publisher, year, edition, pages
Wiley: 12 months , 2015. Vol. 24, no 11-12, 1489-1501 p.
Keyword [en]
clinical competence; communication; hotlines; instrument development; nurse-patient relations; self-assessment; telenursing; triage
National Category
Communication Studies
Identifiers
URN: urn:nbn:se:liu:diva-119577DOI: 10.1111/jocn.12705ISI: 000355331300006PubMedID: 25393698OAI: oai:DiVA.org:liu-119577DiVA: diva2:825310
Note

Funding Agencies|National Medical Advisory Service Ltd (in Swedish Sjukvardsradgivningen SVR AB); County Council of Ostergotland, Sweden

Available from: 2015-06-23 Created: 2015-06-22 Last updated: 2017-12-04

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Wilhelmsson, SusanBörjeson, SussanneLindberg, Malou

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Department of Medical and Health SciencesResearch & Development Unit in Local Health CareFaculty of Medicine and Health SciencesDivision of Nursing ScienceDepartment of Oncology
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