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Telephone nurses' communication and response to callers' concern-a mixed methods study.
University of Gavle, Faculty of Health and Occupational Studies, Gävle and Uppsala University, Dept of Public Health and Caring Sciences, Sweden.
University of Gavle, Faculty of Health and Occupational Studies, Gävle and Uppsala University, Dept of Public Health and Caring Sciences, Sweden.
Uppsala University, Department of Public Health and Caring Sciences, Health Services Research, Sweden.
Linköping University, Department of Medical and Health Sciences, Division of Health Care Analysis. Linköping University, Faculty of Medicine and Health Sciences.
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2016 (English)In: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, Vol. 29, 116-121 p.Article in journal (Refereed) Published
Abstract [en]

AIMS: The aim of this study was to describe telephone nurses' and callers' communication, investigate relationships within the dyad and explore telephone nurses' direct response to callers' expressions of concern

BACKGROUND: Telephone nurses assessing callers' need of care is a rapidly growing service. Callers with expectations regarding level of care are challenging.

METHOD: RIAS and content analysis was performed on a criterion sampling of calls (N=25) made by callers who received a recommendation from telephone nurses of a lower level of care than expected.

RESULTS: Telephone nurses mainly ask close-ended questions, while open-ended questions are sparsely used. Relationships between callers' expressions of Concern and telephone nurses responding with Disapproval were found. Telephone nurses mainly responded to concern with close-ended medical questions while exploration of callers' reason for concern was sparse.

CONCLUSION: Telephone nurses' reluctance to use open-ended questions and to follow up on callers' understanding might be a threat to concordance, and a potential threat to patient safety.

Place, publisher, year, edition, pages
Elsevier, 2016. Vol. 29, 116-121 p.
Keyword [en]
Communication; RIAS; Sweden; Telephone advice nursing; Triage
National Category
Health Care Service and Management, Health Policy and Services and Health Economy
Identifiers
URN: urn:nbn:se:liu:diva-125984DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022PubMedID: 26856500OAI: oai:DiVA.org:liu-125984DiVA: diva2:910903
Note

Funding agencies: Swedish Research Council [522-2005-7461]; AFA insurance; Faculty of Medicine, Uppsala University; Faculty of Health and Occupational Studies, University of Gavle, Sweden

Available from: 2016-03-10 Created: 2016-03-10 Last updated: 2016-03-21

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Rahmqvist, Mikael
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Division of Health Care AnalysisFaculty of Medicine and Health Sciences
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ReferencesLink to record
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