Telephone nurses' communication and response to callers' concern-a mixed methods study.
2016 (English)In: Applied Nursing Research, ISSN 0897-1897, E-ISSN 1532-8201, Vol. 29, 116-121 p.Article in journal (Refereed) Published
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.
Communication; RIAS; Sweden; Telephone advice nursing; Triage
Health Care Service and Management, Health Policy and Services and Health Economy
IdentifiersURN: urn:nbn:se:liu:diva-125984DOI: 10.1016/j.apnr.2015.04.012ISI: 000370881800022PubMedID: 26856500OAI: oai:DiVA.org:liu-125984DiVA: diva2:910903
Funding agencies: Swedish Research Council [522-2005-7461]; AFA insurance; Faculty of Medicine, Uppsala University; Faculty of Health and Occupational Studies, University of Gavle, Sweden2016-03-102016-03-102016-03-21